Issues with chat assistance [Edited]

I'm not even sure Xfinity has live agents anymore. I've called tried to get a live agent through the chat assistant and been stuck in a loop. When I call, I've been texted a link to the chat assistant. Through twenty more minutes going through the chat assistant loops, I finally got an option to chat with an agent, but "something went wrong and I can't connect you with an agent right now." The only other option is to call Xfinity again, which we know, routes you back to the assistant.

This is very, very poor customer service.