No Internet for 5 days so far and I work from home!

We had a bad storm here on Friday.  Power went out, along with internet.  The power came back on in an hour or so but internet was still out.  I checked Xfinity, they said there was an outage in our area.

I got an automated phone call Saturday morning at 8:30am saying the area outage was fixed and I should check our internet.  Still not working.

I went through the normal troubleshooting steps, nothing worked.  So I used the virtual assistant to do the normal checks, still didn't work.  They connected me with an agent who did some troubleshooting, still nothing.  They setup an appointment for Thursday.  Thursday!  I work from home, I can't wait a week for internet.  I asked if I could swap out my equipment at a nearby Comcast/Xfinity store, she said no, I needed a technician to come to my house to verify connectivity.  I told her I couldn't wait until Thursday, she said I could call back to see if a better time opened up.

I called back on Sunday, got my appointment moved from Thursday to Wednesday.  That's nice.

I called again on Monday, got my appointment moved from Wednesday to Tuesday (today).  Things are looking better.

I get a call this morning from an Xfinity rep.  She asked me if I'd rather get new equipment mailed to my house in 5 days or swap out my equipment at a nearby store instead of waiting for a technician to come by.  What?!?  I explained to her that I asked if I could swap my equipment myself on Saturday and they said no, a technician needs to visit.  (Mailing equipment isn't an option either since I can't wait 5 days.)  I asked her if the technician can swap out the equipment and she said yes.  I asked her to verify that they carry the equipment with them because I can't afford to have them show up only to tell me they have to come back to swap it out.  She said no, they carry the equipment with them.  I told her I'll keep the appointment since it was today.

The appointment was between 5pm and 7pm, with "guaranteed arrival".  I got a text at 5:10pm saying the technician was "on their way and will be arriving soon".  Then I got another text at 5:49pm saying my appointment was moving to tomorrow.  What?!?

I called customer service.  After being forced to go through the standard troubleshooting steps, which we know won't work - and really, there needs to be a separate number for people with an existing ticket to talk to someone - I get through to Dave.  Naturally, he did the standard troubleshooting steps.  I asked him why my appointment was postponed.  He "investigated" for a good 20 minutes and finally says the technician didn't have the right equipment, but they'll have the right equipment tomorrow.  Why don't they have the right equipment?  I asked the agent this morning twice to ensure they would have the right equipment!

I asked Dave if I could speak with a manager.  After keeping me on the line for one hour and telling me every few minutes that his manager was busy, he finally said he would have his manager call me "in one hour".  I said okay.  Dave called back a little over an hour later and said his manager was still on a call and would call me in "40 minutes".  I asked if he was really going to call me tonight, he said "absolutely, within 40 minutes".  That was 2 hours ago.

The new appointment is tomorrow between 3pm and 5pm.  My confidence that this appointment will be kept is low, and even if it is kept I feel it's likely they will not fix anything.

I work from home and have been forced to use my phone as a hotspot.  Considering Xfinity told me I could NOT swap out my equipment on Saturday and then I find out today that really was an option, is Xfinity going to reimburse me for the insane amount of money Verizon is charging me for data this month?  Who is compensating me for the drop in productivity while my broadband connection is out?

If an appointment has a guaranteed arrival of 5pm-7pm and the technician is said to be "on their way", what do I get for Xfinity breaking that promise?  What does the guarantee provide?

Why did Dave have to stay on the line while he waited for his manager to be available when he should have put me on hold to help other callers? 

Is Dave's manager ever going to call me back?

If you know someone's service is going to be out for several days, and they tell you they work from home, why can't they be offered a hotspot to borrow?

Can someone please guarantee (for real) that my appointment will be kept tomorrow and my service will be restored?