Dissapointed on customer service

I had been a Customer of astound for mor than 10 years and decided to try Xfinity and see what you guys had to offer, regretfully i canceled my astound subscription just to find out that setting out a new gateway from you wasn't as friendly self installation as you said its on the website, first went to pick up the equipment at a close by store, they didn't have the equipment on the next day when a notification was sent to my email that equipment was ready for pick up. So they instead set it up for delivery which was ok because i had a few more days for the previous cancelation was due. so I waited 4 days for equipment to arrive, and my dissapointment with it. could not get signal nor activation with the new gateway so while on the app i request assistance for a live agent, he seems nice and understanding but once  he started to asked my for my phone # IMEI, ??!! for what reason he wants that I just wanted to activate service, since i didn't provide the number  chat was close. then tried again diferent agent, he said I see the issue, then he send me a link he was telling me to accept, my concern was why does my Bill seems more that originally was. so in short your live agents are trying to get information that they should no ask for, and trying to add more subscriptions by tricking the customers, so i decide it to cancel before even been able to activate my subscription. so now i was left with no internet until deciding which company to choose from while losing my previous contract.