Dissatisfied with overall process and timeline addressing service outage

Recently I began receiving texts alerting me that Xfinity would be doing work to enhance the network in my area.  Work would begin in the morning and the teams will work as efficiently as possible to finish within the day and that I could expect service outages.  Last week, I did have a few days that I lost internet but it came back after receiving the text that they were finished for the day.  There were multiple days of this activity.  On Thursday June 4th, I received the text that they were done for the day and to text back if my service wasn't restored.  I checked and my service didn't come back so I texted back immediately and the Xfinity assistant checked and few things and said it would require a service ticket.  The next available appointment being Saturday afternoon.  I felt this wasn't acceptable.  After the multiple days of service interruption to then not have some type of a triage team that would deal with something that went wrong while Xfinity was doing this maintenance/improvements didn't feel right so I called to speak with someone.  The agent said we needed to book the Saturday appointment and that they would put me on a Waiting List for earlier service and put it as a priority.  Friday morning, I received a text that I have been removed from the Waiting List.  I called again, agent said they would put me back on a waiting list.  As of Saturday, I had received 3 separate phone calls confirming my appointment for the 6th yet somehow no one showed during the 1 to 3 Saturday guaranteed appointment time and no one called.  I called the phone number that had been calling me to confirm appointments and explained situation.  They informed me my appointment had been canceled as I wasn't available.  At this point, I have to tell you, I was running hot.  They read back my phone number for the appointment and it was my cell phone from about 10 years ago!!!  I just couldn't understand how a service ticket could have the wrong phone number when the appointment had been confirmed 3 times using my correct phone number??  Even worse, this seems to be a known failure point because the scheduler contact I was speaking with explained that the service people have a "different" system or data than the other departments etc.  They explained that the agent who made the appointment should have updated that phone number and that the service team should have showed up physically at my address and knocked on the door.  I confirmed I had been at home the entire 2 hour window and never heard a knock and my dog would have lost it if there had been a knock so I felt super confident no one showed up here.  Again, I said I was dissatisfied with the situation and I was told we needed to book the Monday appointment (first available) before they could contact service team to see if there was someone in the area that could come out that afternoon.  I asked for Corporate phone number and after ending the call, I called the Corporate number.  Again, explained entire issue and pointed out the clear process flaw with the phone number.  They found a Sunday (next day) appointment between 10 am to 12 pm so I was rebooked for service.  As I was finishing up my phone call with them, a flurry of texts came through saying appointment was cancelled and they were sorry they missed me (assuming since phone number was updated, I got the texts from my Saturday appointment that no one showed up for.  Then, I got a text that said, "Your Xfinity tech is on their way and will be arriving soon!".  That was around 4:55pm.  No one ever showed.  I called Sunday morning to confirm my appointment.  The person I spoke with did confirm my Sunday appointment between 10-12 was still showing and I asked them to confirm phone number, which they did and it was correct.  Around 11:40, I received a text or phone call (can't remember) that let me know my tech was running behind so they would not make it within guaranteed appointment timeframe.  Around 1 - 2 pm, the technician arrived.  They confirmed my hookups were fine and that there was a "Tap" issue where there was no internet signal available.  They explained that to address this issue, a bucket truck would need to come and that they discussed and they would come same day to fix this issue (about 2 to 3 hours).  The bucket truck technician did arrive and my service was restored Sunday night around 6pm.

Frankly, this entire experience was so frustrating and it wasted so much of my time.  I can say that every person I spoke to was professional and courteous which is appreciated.  However, Xfinity's overall process seems to have multiple departments and the people that are actually speaking to customers (like myself) seem to have no actual authority or power to truly escalate or fix a problem.  Also, I was shocked that a know failure point involving phone numbers could exist without being addressed??  For example, if the service people use a different system, why not "force" the phone number to be blank when opening a service ticket and not allow the service ticket to be saved/submitted until a phone number has been input by the agent and a simple text confirmation received back while the customer is on the phone?  Also, when you are doing work in the area and the company takes the time to send the texts to say were done for the day, if there is an issue let us know etc. have no planned process to immediately troubleshoot?  I can't tell you how disappointing this entire experience was for me and I am a ~20 year customer at this exact address.  As I mentioned, the actual people I spoke with were professional and seemed to want to help but seemed unable to actually do anything outside the normal process.  I think Xfinity is a great product, I have internet, cable, 3 mobile phones with the company but this entire event has left me feeling like the company process and customer service has serious flaws that need to be addressed.