Customer service experience looking for life.

Good morning,

Long time Comcast/Xfinity customer over 25 years.  I have been having issues with my internet service recently and have been quite frustrated with the lack of customer service.  First the app, sent in a service request appointment thru the app,  minutes later received a text to call a service agent with a phone number.  Called the 800 Xfinity number only to get the phone attendant,  unable to get to a live agent with constant loops going back to the main menu or to restart the modem that has already been done or to restart the modem thru signal that has also been attempted.  Finally, I don't know how, the option to text an agent is available so I give it a try.  You guessed it,  Auto attendant claiming to be a live agent.  Over 25 minutes to get confirmation on an appointment that according to the app, had a problem, online says no appointment and thru the "live" agent text message finally gave me a confirmation number.  This is the third time in two weeks.  The first attempt, the tech never arrived only to be informed they fixed the problem.  No text, no call just me taking a day off of work.  The second time, yesterday,  received a text saying the issue in your area has been fixed and the appointment was canceled.  2 hours later, no internet. Lets see if tomorrow I actually get a tech.

Experience with the "live agent" thru text.

Sure! I will help you with this! 

Please allow a few minutes; I am working on your issue

Meanwhile, we are waiting. May I know how your day was?

I hope we are still connected?

Thank you for waiting!

Sure I am working on it.

I haven't heard from you for a bit. I'm happy to continue assisting you.

Each statement was used multiple times in this 25 minutes.

you may want to expand the vocabulary on the "live" agent responses.

The lack of customer service needs to be addressed,  If the app or auto attendant is not reliable, does it help the customer experience?

I know my recent experience was an absolute waste of time and I am just waiting for another text letting me know the appointment has been cancelled.