Misleading support and predatory sales tactics instead of technical help

I am posting to report a highly frustrating experience with Cox customer support regarding modem activation. Instead of resolving a technical issue, I was provided with conflicting information and pressured into unnecessary paid services.

Sequence of events:

• Activation issue: After setting up my account at a new address, my modem (Motorola MB8600) failed to provide internet access despite showing a stable connection.

• Conflicting data: One agent claimed the address was blocked by a previous resident, while phone support insisted the account was active and ready.

• Misleading compatibility claims: In a follow-up chat, the agent claimed my Motorola MB8600 was "incompatible" with my current 300 Mbps plan and tried to charge $100 for a technician visit or force a plan upgrade.

• Withholding information: When I asked for an official Cox compatibility link to verify these claims, the agent stated they were "unable to share links." However, in that same chat, they sent three direct links to purchase other modem models.

• Verification: I eventually found the official Cox support page for this model myself. It explicitly states that the Motorola MB8600 is certified for all Cox packages up to 1 Gbps.

• Result: Even after I provided this proof, the support staff continued to ignore the facts and pushed for a more expensive plan instead of assisting with device provisioning.

Request: It is unacceptable to lie to customers about equipment compatibility to drive sales.