Internet doesn't work and customer service is useless

My internet stopped working yesterday morning. I think the wire is disconnected on the street. I contacted xfinity assistant, and after an hour of trying to communicate my request for help, they told me I had to upgrade my plan in order for my internet to work. This felt like a scam - why would xfinity abruptly cut off my internet with no warning that I was paying every month for an outdated plan?? The chat assistant told me it was the only option to resolve the issue so ultimately I agreed to upgrade. Then the assistant exited the chat before fixing the internet. 

I then called the customer service line and spent another hour trying to get to a real person. Finally the technician said they would help activate the new plan. The technician then, without warning, put me on hold and hung up on me. 

I then scheduled an appointment for a technician to come to my house. The soonest available appointment was 24 hours later. That appointment time has now come and gone, and A TECHNICIAN NEVER CAME. I have called customer service multiple times and the AI assistant does not understand my request, and when I ask for a real person, the AI assistant hangs up on me.

Are there any real humans that work for this company??!! I have never experienced such appalling customer service. It has now been two days with no internet and no explanation. Xfinity has not even acknowledged that the technician did not show up for the appointment.

I have been a loyal xfinity internet and phone customer for 7 years, but I will be taking my business elsewhere from now on.