Need an actual human's help....

My wifi went out the other day and I contacted Xfinity support for help troubleshooting because the methods suggested in the app didn't work for me. After about 2 hours of messaging, they were able to reconnect my wifi. Part of the reason why this took so long is the agent I was talking to kept trying to tell me that I couldn't keep my current plan and had to upgrade to a different plan in order to reconnect to my wifi.....I thought everything was resolved until today when a service technician from Xfinity showed up at my apartment for an appointment that I didn't make. I have no idea how this appointment was made but assuming it had something to do with the agent from earlier this week. I also received an email today that I have to return my Xfinity equipment because I ended my subscription??? I already paid for internet this month and it's still functioning but I don't know what prompted this cancellation that I didn't ask for. Literally all I wanted to do was get back online when my wifi cut out. If an actual human being could let me know how to address this, it'd be much appreciated. I've had horrible experiences with all of the AI so far and this is not the first time I've had issues with awful customer service here.