Poor customer service

I have been a long term Comcast’s customer, the customer support is horrible. You call the help center,you get a person from another country (the support person who tried to help me was from the phillipines) the issue was not where the person was from , but a language issue. 
the issue I call about was one of my cable box was not working. It could not receive a software update , which meant it could not be use.

The person said she would send a reboot . while waiting for the reboot to finish, she state she could save me 25 dollars on my internet and upgrade the service at no charge.

she sent me a text and instructed me to agree to the terms

one term was that I would self install the equipment and if there was an issue I would pay a 100 service fee

the next one state I would sign up for auto pay

the agree button would not highlight if you did not agree to both

i told her I did not agree with either statement and would not check off the box. Since I did not check off the box I could not access the I agree button 

The person state I would not be charge the 100 dollars and not have to sign up for auto pay but would still get the 25 per month discount and the internet upgrade. she instructed me to check off the boxes and get the upgrade and discount

my cable box still does not work the two reboots disrupted the two cable boxes that were working creating frustration for my family. Not to mention my over an hour time waste .

the service was poor, she was more concerned with me agreeing to the network upgrade , than fixing the problem I called about.

Is it ethical to tell me to agree to terms , even though I am being told by the customers service rep states I do not have to follow what it states ?

i have been a loyal customer for many years.

it seems Comcast/ xfinity do not hold customer satisfaction as a priority