My terrible experience with support

Last week we had a third party utility company digging in our yard that cut our Internet line despite having all lines marked.  They temporarily patched the line but we were still having intermittent connection issues.  They had us schedule Xfinity to replace the line and they would reimburse any costs involved

Monday 2/10 I connected via chat to have someone come out and replace the line as my wife works from home and we cannot have random connection issues.  They setup an appointment for 2/11 between 1pm and 3pm.

On Tuesday 2/11 no one showed up so around 4 I tried to use the online chat again but the rep that connected with me said that I had no appointment even though I have a screenshot of the chat stating I did have an appointment.  Then the rep disconnected the chat.  So I called the 800 number and was told the same thing but they could schedule it again for the next day 2/12 between 1pm and 3pm.

Wednesday 2/12 again no one showed up.  So I again called the 800 number and was told that the appointment was not finalized even though I have the reference number.  So again the rep scheduled me for the next day from 1pm to 3pm.  On this call I made sure that they new the line needed to be replaced to which the rep replied yes they would be able to.

Thursday 2/13 the tech showed up early without notice.  Did some tests and stated we are seeing no issues with the line and cannot replace it because of the type of work order that had been placed.  I asked to speak to a manager to which he replied we are independent contractors and I am the boss.  He then said I would have to call the 800 number yet again to hopefully get the correct type of appointment scheduled.  I told him he needed to wait while I talked to the 800 number.  While on the line with the 800 number rep who seemed confused that they wouldn't replace the line the contractor called someone and got it figured out how to approve the line replacement.

I have been with Xfinity for a long time and this has made me question whether I will continue with Xfinity or move to a competitor.

Update 1 after the techs were done installing the new line they left without saying a word to us.  The line is just draped over the fence and I have no idea what's going on.

Update 2 three hours later I get a text asking to verify some things before they scheduled to get the line buried.  Also got an email with the same thing.

Update 3 I have had zero issues with my Internet connection since the new line was installed even though they couldn't find anything wrong with the old line so obviously there was something wrong.  On 2/17 they showed up to bury the line without any sort of communication even though on 2/13 I filled out that I wanted a phone call first.  On 2/18 the day after I received 3 different pieces of communication 1 verify some details the same message I got on 2/13, 2 appointment details which were 2/18 not 2/17 when the work was actually performed 3 work completed.

I don't know what Xfinity is doing but this whole situation was handled extremely poorly from start to finish.  The customer service reps need to listen to the issue and make sure to fully finalize the work tickets.  The contractors that come out need to communicate and should be able to do the work needed without the homeowner having to argue with them to get it done.  The schedulers need to actually schedule the job and communicate to the customer when it is scheduled not the day after.