Introducing Cox Gigablast

I received a telephone call offering gigablast service which is now available in my area.  I went ahead and ordered it.  When the tech came to the house he said he could only install it if we put a modem on the first floor even though my current modem is on the second floor where my office is.  I asked him if this was the case in all the rewired area of Chandler since most of the homes were two story homes.  He then said he didn't  have a ladder that would reach the second story.  I asked if it was possible to install it from inside of the house to the outside or if there were any other solutions available.  He said no

I find this incredible since where I lived in FL they had no problem installing FIOS in the second story of my house.

Is what the tech support person said true or did I just get a lazy tech person?  If the former, Cox is going to miss out on many customers.