Customer Service and Live agent are a joke

The agent gave me this number: Trouble Call #[Edited: "Personal Information"]

My appointment is supposed to be today 6/2 from 3:00p to 5:00p est. It is already 4:56pm and I have not received any update. When I asked the live agent on the app, one told me the appointment was tomorrow which I corrected them. The other said they told me it is today. I have taken off of work specifically for this and they are now late. This lack of communication is very unprofessional.

@XfinityJeniece​  I left a message, no response back. I also tried to find your @ and it was not on the direct messaging oage. Not only did I have to take a half day off today but I then had to drive to an Xfinity store to have someone "real" help me. I had to settle with a new appointment for tomorrow and there is still no guarantee that the wifi issue will be fixed. This situation has wasted my entire day and some of my PTO so real money has been lost. 

This company makes it impossible to talk to anyone real on the app or on the customer line. Something needs to be changed. The live agents who are all outsourced to India does not have any accountability whatsoever and blatantly lies on their end to try to create a temporary resolution. I have saved all the screenshots of my interaction with the 6-7 live agents that proves they have lied to me. Several agents indicate I had an appointment today and that the technician was on the way. I come to find out at the actual store that they had made an appointment for 3 days from today, which is not what we talked about at all. This is very disappointing.

We are so sorry to hear about your experience @user_uk200d. I can completely understand your frustration after being told several things from multiple agents. This shouldn't have required as much effort as you've had to put in.

If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging

Click the "New message" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

- As you are typing a drop-down list appears. Select "Xfinity Support" from that list

- An "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window

Press Enter to send it.

@XfinityJeniece​ there is no New message Icon, there is no paper and pencil icon, there is no seeming way to follow these instructions and I need help NOW or I'm going to cancel this [Edit: Inappropriate Language] service and go to skynet.