Good news! Xfinity service is included at your address.

My promotion ran out, and I was looking to shop around for a new plan. When I navigate to Change Plan, I get this message "Good news! Xfinity service is included at your address." 

I can see from other threads that this is because there's some kind of community internet available - but this is not true for my complex. Every time I try to chat with an agent, they transfer me to some dedicated support team member who spends 5-10 minutes looking into this issue, and then disconnects the chat. 

How can I just send in an email ticket or something? I need technical support, not a sales rep trying to get me to join a mobile plan.