Live agent

I have ben trying to get an agent for last 45 mins, phone number(800 934 6489)  wont connect and will always bring me to an option - let me send you a link". In my account on the browser XFinity Assistant - it says you are not authorized even though I'm the manager of the account. Why is it so difficult to get hold of a live agent at Xfinity? It used to be so good and easy and lately it has been a nightmare to speak to someone at Xfinity.