Is there a reason that xfinity refuses to provide customer service during an outage?

My internet has been down for 2 days, service page says it is due to "dangerous storms" its currently sunny outside. There is no ETA no information besides "we are working on it" the last update was two days ago. To add to this, aparently when there is an outage there is no way to talk to a human. Phones wont send you to an agent, the chat wont connect you to a person. I cant even ask billing questions. This is so anti-consumer its ridiculous.