We have been satisfied Cox customers for over 20 years and have always been happy with their services. But, today was different. I received a letter in the mail to upgrade our modem by going online or calling. I chose to go to the link online, where I was told I was not an active customer. Hmmm. So I tried the chat box, and I do have to say the two agents who attempted to help worked with me, but I was online for about 50 minutes with them and no result. Cox, why do you send a letter to upgrade by phone or online when I was told at the end of 50 minutes that I have to travel to a Cox store to exchange the modem (which is another issue because my friend did that and they don't have modems for exchange - told her to call or go online)? Mixed messages. I'm just frustrated with the process. Cox, get your act together regarding new modems.