Awful customer service

I cannot get my work computer which uses a vpn to connect to the internet. I have gotten new equipment from both my job and Xfinity also new Ethernet cable and same issues. My work is stating I need advance technical support from my isp (y’all) to check the fireware and make sure nothing is blocking my computers access. However when I call I keep getting message that my gateway is restarting and nothing can be done till completed however I have gotten that message for the last two hrs and still not able to reach a live agent 

Thanks for the response and for those additional details user_3jwf58. Let us take a look into the account to make sure everything was activated correctly with your set-up, and we will work together from there to get you connected. Can you please send me a DM with your full name and service address?

Here's the detailed steps to direct message us: 
• Click "Sign In" if necessary 
• Click the "Direct Message" icon (upper right corner of this page) 
• Click the "New message" (pencil and paper) icon 
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list 
• Type your message in the text area near the bottom of the window 
• Press Enter to send your message
 

I have done so. Waiting for response