Upstream channels not locked (high ping)

I was having problems with my download speed and ping. I contacted cox through chat and they told me my modem/router (c7800) was bad. They told me to contact the net gear manufacturer. I did and they told me everything seemed fine, but they told me to ask cox to open channels 6, 7, and 8 on the upstream bonded channels. I called cox, they transferred me 3 times and I was on the line for over an hour and non of the “advanced” technical support agents knew what I was talking about. They eventually just ended up hanging up the phone instead of helping.