Direct Messaging

I will start by saying that I am going on 2 years with XFINITY and have been more than happy with the internet service they provide! They do have serious problems in their ability to be contacted, problems of a big service company, and their ‘service department’ I would like to address.  I see directions from 'employees' that are useless, requests to open direct messaging for users that are closed with no apparent solution, have tried this multiple times and only get to this forum. I suspect this is all there is and it's not surprising, so I'll just submit my DM here. I do not sugarcoat anything, if any 'direct employee's' get ruffled... oh well. The service at XFINITY is practically non-existent, the only way to get a technician to come by is to disable the router and go through endless rechecking of the signal before it defaults. Getting anyone on the line for a problem is impossible. Using the automated system is even worse and after subjecting yourself to multiple and multitudes of menus and redirects, you may get someone on the phone! That person isn't there to give any support, there isn't anyone to answer any questions, they’re only there to offer an upselling as the solution to all questions. I must admit that the latest change to my account did resolve the reason for my call, BUT... I signed up here when I moved into PNW, first time user, signee, resident. The plan at that time was 200 Gb @ $25/month for 2 years, internet only, which was great but was never given to me. I tried to call to straighten out that problem...Yeah, right, my 1st experience! I went to the store I signed up at and talked to the manager, they offered to give me another plan and had no answer as to why I can't have the one I signed up for!? I never got the ‘new customer’, promotional plan but when I finally got someone on the phone and was moved to another plan (400GB) that was more expensive and their only offering at the time. With ACP it was manageable, which I was approved for but took a year and reapplying for before I got that to work. Keep in mind that XFINITY (the provider) is who applied the ACP benefit and "answers questions" regarding ACP. For more than a year I was paying $72/month, which should have been about $45 with ACP. After ACP went away, I had that benefit for a few months...finally, my bill shot back up to $72 in one month and the next month to $92, and I'm on fixed income and couldn't afford this amount. I had no choice but to enter XFINTY's award winning service call [Edited: Language] again, I knew what to expect this time. The person that helped me, after several rounds of different plans options, did come up with a plan that could bring me back down to ~$45 I could handle. They signed me up for the mobile plan which included a new phone for free if I remained on the plan x/months, 200Gb internet. I don't use the mobile plan, while it is cheap introductory offer, the service I have had for years is $15/month+ always. I have a new phone which I have only set up because you must, a new mobile plan (~10/month I don't use) and 200 Gb internet...the only service I have ever needed. I'm not new to these types of services, I've moved up here from San Diego and used their local internet services, DirectTV, Verizon, Time Warner, T-Mobile, etc. and I'm a retired IT Professional, so I kinda do understand a bit about these things. I spent time on a help desk, so I know the difference between providing someone with help or selling them something different. If it solves the problem, then selling something different, well, is selling something different. Being able to resolve issues: like why I never got the plan I signed up for, why ACP took a year and multiple applications, all approved, never once offered any refunds/credits for amounts more than that plan or ACP approval... The "service department" has no authority to handle any of these matters, this is not a service department. Call it what it is, SALES, that's all you get from XFINITY/Comcast. I am happy with the internet service they provide, so there is that, and when I have had a technician come out, they were always very good.