Forcibly dumped or Disconnected from Xfinity Mobile Technical Support Chat more than 40 Times

TL;DR - User foolishly attempts to get help from Xfinity Mobile Technical Support for error during SIM Provisioning, only to be dumped from chat more than 40 times.  Issue remains unresolved.

So, I have a huge complaint to make.  I've been trying to get a technical issue resolved on my mobile device that only recently started happening since I moved.  It started happening due to a setting that is being forced on my device through the SIM card (which I have identified and documented, but can get no support or "truth" from Xfinity as to what is happening).  I'm not here to get technical, but merely want to relay my experience.

I have spent more than 18 hours on Xfinity Mobile Technical Support Chat (across three days this week) and have worked with/chatted with at least 3 Supervisors and 41 different Technicians (since I started keeping track...the number is actually higher).

For the Tier 1 techs that I'm forced to chat/work with, here is how the overwhelming majority of those sessions go (this doesn't include the techs that transferred me to the technical support queue because I had been dumped to a different support area. I.E. Billing Support, etc.):

"Hello.  I am so and so and I'm happy to assist you today."

...then I explain my issue and mention how I keep getting dropped or dumped from chat support unceremoniously...

...and then it's different variations of heartless copy/paste text like the below:

"I will get this done for you. Thank you for sharing your concern."

"I am really sorry for the inconvenience that is caused to you."

"I will resolve your issue, rest assured."

"I will be the last agent to assist you. Please bear with me."

That last one really really bothers me.  Even after mentioning that I have been disconnected from and kicked from support chat dozens of times, they still have the nerve to keep repeating these lies.  Even after I keep mentioning that the issue I'm having is not a Tier 1 issue (and to PLEASE stop copy/pasting blocks of instructions mentioning how to check my settings), they still insist on taking 10-15 minutes to review the previous chat conversations and ticket information and pull up my account details.  And, while they're wasting my time doing that again and again and again, I mention to them that this is the point where I am normally kicked or disconnected from Chat.  And I beg them, please just transfer me to the higher level support queue.  Please!  My issue can not be solved at the Tier 1 level.

And then, after several minutes of waiting and 2 or 3 more copy/paste platitudes... they dump me from chat.  Most times I go right back in to the Tier 1 mobile tech support queue, but some times they would send me over to Billing Support Chat or Internet Support Chat, and the Supervisors I spoke to would dump me completely out of the chat either back to the beginning of the AI Assistant Window or to the AI Survey Window.

This happened over and over and over and over again...literally over 40 times.

When I was finally able to "speak" to three different "Floor Supervisors":

Brinda took one look at my ticket and listened to my complaint and promptly dumped me back to the Xfinity AI Assistant...ALL THE WAY BACK TO THE BEGINNING!

Aniket made it look like he was attempting to fix something, but really only caused me more and different issues that I then had to go revert and fix myself.  He also mentioned he would email me an update on my ticket once it had been resolved (This is another point of contention that was mentioned to me SEVERAL times.  Give us your email and we'll email you an update...  It's a lie.  They have no intention of emailing you any information.  They are simply trying to get you out of the support queue.  NOT ONCE DID I RECEIVE AN EMAIL FROM A TECH ABOUT MY ONGOING ISSUES, NOR WERE MY ISSUES EVER RESOLVED.  What I did receive, though, were two  generic emails linking me to support articles on how to Activate my phone.  Wow, thanks!)  He eventually went non-responsive and simply left the Chat window open not responding to any further questions or queries from me.  My window eventually "refreshed" on its own taking me back to the Xfinity AI Assistant.

Ashraf, after I had been on chat support for 7 hours straight, I finally got to speak with a Floor Supervisor. I initially had high hopes because he was the first person, over three days, to actually talk to me like they were a person on the other side of the screen and not just copy/pasting responses.  But, unfortunately, he was no different.  He offered me a meaningless suggestion to check my settings and then ignored every other question I posed to him.  He then dumped me to the Xfinity AI Assistant Survey thing.  Sigh.

As I was reviewing all of my notes from these past three days, I opened the chat transcript from Aug 20th that I downloaded from the Xfinity Chat...and it's missing a TON of information and chat entries...MOSTLY from my side of the conversation.  I thought this was weird so I went back to the Xfinity Assistant Chat to re-download the log...and ALL of my history from Aug 20th is now GONE!  I'm not entirely surprised, but wow.  Really Xfinity?  That's how low you're going?

LET THIS BE A LESSON TO EVERYONE:  WHEN YOU ARE DONE CHATTING IN THE XFINITY ASSISTANT CHAT WINDOW, DO NOT TRUST THE "DOWNLOAD CHAT TRANSCRIPT" BUTTON.  DO YOUR OWN COPY AND PASTE OF THE ENTIRE CHAT HISTORY AND PASTE IT TO A PRIVATE DOCUMENT ON YOUR MACHINE.

I dipped my toe back in to the chat to see if they could help me get the missing Chat History:

[Edited: "Personal Information - Chat Transcript"]

If you've made it this far, you won't be surprised that the email for my chat history transcript from the 20th never arrived.  From what I can tell, it's been purged...  All I have from the transcript I downloaded is about half of what the Agents said and about a fifth of the comments I posted.  Almost all of the time stamps have been removed. This is my never ending experience with Xfinity Chat Support.

Their Technical Support Staff have no ability to fix your technical issue.  Not only that, but once they realize they don't have a block of text or a document they can reference with instructions to paste in to the chat, they will feign an issue on their end like a "glitch in the system" or something wrong with the "backend server" or some other lie and use that as an excuse to either kick you from the chat (like I'll send you an email or a tech will call you back but really just sends you back to the chat queue) or to simply get you to leave of your own volition.

This system displays a complete lack of integrity by Xfinity Technical Support.  Your behavior is REPREHENSIBLE.  Your business practices are disgusting and your decision to operate your Tech Support in this manner displays a complete lack of morals and ethics.

The worst part, though, is that there is no Accountability for ANYONE to ANYONE for it.  Nor is there any recourse.  They can simply keep dumping us from their Support Queues without resolving our issues and there's absolutely nothing we (as customers) can do about it.