What do Users do when X finity is the only email in their town and the service sinks?

I have now been waiting 13 hours for assistance with my TV cable.  My husband awoke and turned on the bedroom TV this morning and it is no longer working either. Same flipping error code XE 200002 something about it can't find channels.  I have filed complaints with the better business bureau and the FCC because I have had it with the Xfinity assistant and level 1 support who keep repeating the same unhelpful activities.  I have been waiting 4.5 hours for a "text message asking me if what Tech support level 2 has done helped but have seen no indication they have done anything.  Unfortunately x finity is the only internet provider in my town so I am stuck. but will look into other options.  I care for my elderly husband who is handicapped and having problems right now.  I don't have the luxury of being at Tech supports BECK AND CALL which you seem to feel is acceptable customer service.  Why do we have to pay in advance for service we can't get?