bad customer service agent

Update: It's happening again. It says on routerlogin.net "your modem is offline" but all lights on the unit are on and solid. I do not have a laptop or desktop to try to fix this myself, and I can't afford to buy a tech support plan - which I believe is ridiculous that a company would even charge people to get help or advice on its products that customers already paid for! Getting more and more upset with Netgear, the longer they take to answer. NEVER BUYING NETGEAR AGAIN if Netgear doesn't care about their customers.