Frustration

I have been an Xfinity customer since they were Pargon Cable. I have had reliable internet at my current address for 10 years. It is frustrating to call customer service for help with an on going internet issue to be told that I should switch my service to your competitor, Ziply. The AI program your company uses also made the suggestion and transferred me to customer service so they could help with that.  After a very frustrating run around with them, 30 minutes after hanging up, my router died. I took it in to my Newberg OR Xfinity store and the staff were quick and responsive and got me a new router in under 15 minutes. I came home, plugged it in and it has worked since. 
After multiple trips from “service technicians” and an ugly grounding cable now installed on my freshly painted house, a new router solved my issue. A simple solution that I have asked each technician to replace when they were at my house. This white router they have gets extremely hot and no real cooling mechanism I can see, no wonder they burn out. Frustrating and expensive. I don’t want to switch companies and consider my loyalty a good thing when a company has changed so much over the years but this inability to problem solve effectively is worrisome. 
Just a frustrated customer wanting to share their story.