No problem. I saw this post on Reddit. Look for the update from OP:
"Update: I called back a 5th time and this time I actually got a Cox representative that knew what he was doing. He’s been at Cox for 10 years and said that the base system the sales teams use literally doesn’t allow them to upgrade people to fiber without selecting the Panoramic rental, even though it is not required from a technical standpoint. They essentially have to be a power user to know how to override it, and that makes sense why the first 4 people said I had to get the rental."