being ghosted by tech service

I finally got someone who was supposed to be Tech service.  I explained the problem and XfinityVianney quit talking and went away.  I have been a customer since long before Xfinity was even xfinity, back when it was comcast.  I'm really considering canceling and going with Starlink.  Right now you're on my last nerve.   Please let me talk to a real person, my system is messing up your system tells me my router needs replaced, said it would do so, and then ghosted me for eight days before again telling me that my "gateway" is messed up and needs replaced.