Miserable!!! Seeking help for required equipment upgrade

Dealing with xfinity is a miserable experience 100% of the time.  They make getting help so difficult.

My 80 year old mother received an email saying she must upgrade her equipment to keep on demand service.  This should be easy according to the email.  We clicked the "order new equipment" button, her account # and address popped up, we hit "CONFIRM" button, then it say "Restricted Access" "You cannot access restricted areas of My Account".  What does this mean?  What area was restricted and why?  all we did was follow the button/directions.  

How can you get help with this?  The chat couldn't understand the question.  all other venues of support - INCLUDING THIS ONE! - require you to sign up for something.  My mother is 80 - she does not have Facebook, Twitter or Reddit!!!!!! xfinity needs to have resources for folks that don't have these; i realize majority of folks do but there is still a % of the population that doesn't.  So I signed up for this hoping for some help because every time she or i need to contact xfinity I lose 1.5 -2 hrs of my life and still struggle to get any help.  It usually takes multiple calls because even though they promise to call you back they never do.  For what they charge they can afford better customer support.  

Please help.