Agents are not listening

So far I have had two interactions with customer service agents that are not listening.  They hear what that want to and then answer the question of their choosing.  When I have to fight to get an actual agent this gets very frustrating.  At the moment I have been on the phone for 30+ minutes, and 10 of these minutes I am waiting for I assume a supervisor.

The issue:

Xfinity keeps shutting down my internet.  I am a teacher who does what I can at school and then takes the rest home.  There have been 3 scheduled outages during the last week.  This is frustrating because it means that as some point in the evening my internet is going to become unstable.  I also use Alexa to help me wake up in the morning and she controls the lights in the bedroom as they are out of reach.  I rely on  multiple alarms to wake up in the morning as I am know for sleeping through them (or forgetting to turn the volume on my phone on (I turn the volume off so it doesn't go off at work).  

The agent insists that the problem is at my house and runs diagnostics on my home.  I am not sure why?  The issue is multiple scheduled outages, not what is happening at my house at this exact moment.  I want to know when these are occurring and when you are going to be finished.  I get there are occasional outages and I really hate them.  Maybe with this scheduled outage you could take some time and send us a proper notification (maybe an email) detailing what is going on and the time frame we are looking at.  I am wondering if I need to get some back up service because I cannot have my internet unreliable.