Houston Internet issues

Every time I speak to customer service, they blame my equipment.  Every time I've had to call customer service, it has never been my equipment.  I cringe whenever the first question I get is Agent (10/30/2023, 03:49:41 AM): " may I know what is the age of your modem  "

From this point forward, the customer service rep will not listen to what I am saying and will try to send me a new modem or send out a technician.  This evening while the rep was running through the steps of trying to sell me a modem, I ran trace route.  I informed the rep specifically which one of the servers, "bearcreek.tx.houston.comcast.net", was constantly timing out.  All the rep would do is ask me if I wanted a technician or a new modem. 

This happens every time I talk to customer service.  I'd be happy to post the whole transcript here.