Unacceptable support, no issue with modem, pressure from chat rep

I'm extremely dissatisfied with how my recent support interaction was handled.

I contacted support because I was experiencing abysmally slow (double digit Mbps down speed on a gig speed plan) internet speeds and wanted help diagnosing the problem. Before contacting support, I had already done multiple modem power cycles on my own. Then I logged in and reviewed my modem diagnostics. My NETGEAR CM2050V reported healthy DOCSIS signal levels, including downstream power around -2 to -3 dBmV, downstream SNR around 37-40 dB, appropriate upstream transmit levels, and no repeated T3/T4 timeout events or other indicators that my equipment was failing.

Despite that, the representative repeatedly insisted that my personally owned modem/router was the problem and insisted on making me accept an Xfinity-branded gateway. I explained that I did not want to replace my equipment without evidence that it was actually defective, but the conversation remained focused on replacing my hardware rather than troubleshooting the service itself.

After that, the representative attempted to sell me an additional Xfinity Mobile eSIM line that was described as "free for a year." I relented and accepted, I was asked to provide my date of birth, Social Security number, and credit card information to proceed. Even after I declined, the sales pitch continued, and I had to tell him that I considered it disrespectful for him to persist with this to get him to stop trying to get me to proceed.

Today, i once again out of curiosity decided to simply power cycle my existing equipment. I don't know if the issue spontaneously resolved itself, or if it was the umpteenth power cycle that finally did the trick, but I once again I'm seeing hundreds of Mbps over both wired Ethernet and Wi-Fi. While that doesn't prove the root cause of the slowdown, it does underscore that there was no demonstrated basis for insisting that my customer-owned equipment needed to be replaced.

What frustrates me is that considerably more time and effort appeared to be spent trying to sell me additional products and services than was spent diagnosing or resolving the internet issue that prompted me to contact support. I had to repeatedly decline the offer and the tech support interaction did not resolve my issue. Now I've got a useless xfinity-branded modem being shipped to me that I'll have to deal with returning and didn't want in the first place.

WHAT IS XFINITY GOING TO DO TO MAKE THIS RIGHT? I DEMAND ANSWERS.

I'm asking that this interaction be reviewed. Technical support should focus first on systematically diagnosing the customer's reported problem. Sales offers should never overshadow that process, and representatives should respect a customer's decision when they decline an offer rather than continuing to press it. I cannot wait to live in a neighborhood that's got fiber...