HORRIBLE CUSTOMER SERVICE-CAN'T TALK TO A PERSON

Hello, Yesterday my modem went out because of a storm. So, of course, I call Xfinity and the only thing I can talk to is their virtual person. They texted me a link to restart the modem, which I did, and since that didn't work they sent me a text with an appointment date of 8/7 for someone to come out...yesterday was 8/4. I work from home and there is no way I was able to take that appointment but the text would not allow me to do anything but choose a time. I kept trying to call customer service and I kept getting connected to their virtual assistant. Finally one of the links the virtual assistant provided was to talk to a person. I received a call back and after talking to the person for just 3 minutes he let me know that all I need to do is go to the Xfinity store and pick up a new modem. Well....I did that today and I now have internet. If I was able to speak to a person the time that I originally called, I would have been able to pick up my modem from the store that day but because I had to deal with a virtual thing, I was unable to because the store closed by the time I actually spoke to someone. We should have an option to speak to someone instead of getting a run around and having to wait 3 days for an appointment when an appointment isn't even necessary.