Customer Support reached out 3 times each time was "escalated" and promised a call back no such thing for each

Hello @user_jsvwg1, thank you for taking the time to leave a post. I understand the frustration after spending hours without a resolution because I would feel the same. We truly value you as a customer and want to make sure your concerns are addressed properly. I understand you have to start over telling the issue but To help us escalate your issue appropriately, could you please provide more details about the problem you're experiencing?

I am unable to get 5G Internet. No matter what troubleshooting the reps do it remains at 2.4G. I am paying for 5G.  I want it. I need to split the frequencies because I have some devices that only operate on 2.4 G and nobody has been able to help. I've tried online and through the app. When I make the selection to split frequency and rename it just says something went wrong on the app and on the website I click save and nothing happens no acknowledgement no loading to another screen and when I back out and check nothing is saved. I'm still stuck at 2.4G. I need my 5G frequency because I am experiencing terrible service with the 2.4 on my phone trying to do video calls. Constant freezing and lagging.  They made me reboot my modem a dozen times already. They have directed me to use the admin tool to make the chain but that doesn't work as I am unable to log in. No matter what I try it doesn't recognize the username and password and says it's incorrect. I've tried the standard admin and password. I have tried my Xfinity log in information that works on the app and the Website. I am able to log in successfully on both using my username and password my phone number and password and my email and password. I test it each time before I try the admin tool and then when I go to admin tool not a single one works it says incorrect. I then was told to change my password because apparently you think I'm stupid and incapable of typing it correctly. It can't be possible that I'm telling the truth it must be that I'm inept and don't actually remember my password. I changed my password and immediately tested it on the app and website and it works then through admin tool it doesn't. I have been promised a supervisor to call me at a scheduled time as I am busy I work and can't hang around texting on the app and repeating the same troubleshooting instructions dozens of times with the same results. It's literally insane that each rep makes me do the same things over even when they see the messages of what I've already tried. 3 hours to waste my time as a customer with no resolution just going in circles is just unacceptable.  I want someone to call me at the promised scheduled time.  Lying to your customers is not the way to go. You do NOT value me because actions are what prove we matter to you. All that is is hot air follow through and keep your promises that's valuing and caring for your customers not just saying it repeatedly (literally cookie cutter responses) and then doing nothing. This is 3 days I'm dealing with this. 

@user_jsvwg1 

I have notified one of our Experts that might be able to help you.  He probably won't be around until Friday, though.  Be patient and hang in.  And keep your fingers crossed.