I'm at the end of my rope with connections dropping and my inability to speak to a live, human being

For the last couple of weeks, my connection drops at least once a day. It's always at the top of an hour (yesterday at 7PM, today at Noon). Every time I try to get help with your AI agent, I get funneled down a chain of idiot-proof selections. The problem is, I'm NOT an idiot. I need to talk to a human being about why my signal drops every single day, not how to turn the stupid modem on and off again. Trust me, I'm an EXPERT at that.

It's funny how the only "solution" that keeps coming up is Xfinity trying to rent me a new modem. No thank you. I paid almost $600 five years ago for a DOCSIS 4.0 router/modem combo. I justified the expense because it was the latest technology and I didn't want to have to upgrade every other year. It works fine, when Xfinity isn't forcing it to fail.

Why do I say "forcing it to fail?" Because the disconnect happens ON THE HOUR every day. Not at the same time, although I have had quite a few happen at 2PM. Yesterday it was 7PM. Today it was Noon. And oddly enough, the ads started pouring in about buying a new modem. Funny that that didn't happen before these disconnects started happening.

When I try to use your agent to talk to a human being, I'm forced into the same stupid cycle of:

• Do you want to me troubleshoot your connection?
• I can't proceed unless we troubleshoot your connection.
• Your modem isn't connected. Go do that now.
• Your modem doesn't support your account speed.
• Get a new modem. Here, we'll redirect you.

I KNOW my modem isn't connected. But there's no way to skip this. And when I'm done, the final answer is always "get a new modem."

I work from home and need the Internet to work. My modem is in an upstairs bedroom closet, not easily accessible. I am mobility challenged. It is a struggle for me to drop everything I'm doing, stagger up a flight of steps, go into a closet, unplug the modem, wait 30 seconds, then plug it back in, put everything back, and make my way back downstairs to work. EVERY. SINGLE. DAY. The first time it happened, it was FOUR times in one day.

I want to speak to a customer service manager. I want to convey how fed up I am with your service and more fittingly, your lack of customer "service." Oh, I guess I'll just take my business to the "other" cable internet provider. Oh yeah, I CAN'T because Xfinity is a monopoly in my area.

I get that Xfinity wants to offload as much customer support as possible to automation, because most interactions are "why did my TV stop working?" But systematic, seemingly anti-business practices like this are impossible to speak to anyone about. There is no feedback loop to your customer service department because they never hear from anyone.

What do I do? I'm caught between a rock and a hard place, and Xfinity is acting as both. How do I solve this, short of giving up my $1,500 a year, over twenty years, relationship with a provider that doesn't seem to care?