Customer Service - Thing of the Past?

Old cable modem/router appears to have died.  Bought a compatible Netgear one and tried installing.  Multiple hookup attempts via the Xfinity phone App failed.  ONLY way to schedule tech visit was via app (no phone contact), and earliest one I could get was for Friday morning (3.5 days later).  Totally unsatisfactory when everything relies on the internet these days.  I've had to up my AT&T phone data plan to an Unlimited plan to avoid daily charges between now and Friday (or beyond).  I will be testing my phone as a hotspot, and if that works, I may just end up cancelling my Xfinity service and returning the cable modem/wifi router back to Best Buy.   This is on top of the recent snafu with Xfinity being hacked, and customers unable to pay monthly bills online.  The promised U.S. Mail bills never came and instead Xfinity tacked on "late fees".  After loong phone waits, eventually a customer service agent did get those removed, but it was quite a hassle for the customers, with no apologies.  I've had a good long run with Comcast/Xfinity, with a very few minor outages.  Unfortunately, it is becoming increasingly impossible to contact a real human being who can actually provide TIMELY help.  The next 24 hours will decide.