Now Internet - can't cancel because it says I don't have it, but I do.

I decided to drop my cable, phone and high speed internet because of the huge monthly bill.  I was unhappy with the high costs and the deals being offered to new customers but not to loyal customers like me who have been around for years.  When I looked online for internet only, it showed prices of about $50/month, but when I called and asked to switch to internet only, I was quoted $120/month.  The rep said the lower prices were for new customers only and insisted the only way to get internet at a fair price was the Now Internet.  I was promised if it didn't work out, I could cancel and come back as a new customer.  That was April 1 and the equipment arrived and was connected April 5.  The Now Internet was an immediate disaster, disconnecting repeatedly all day long and very slow lag time when streaming, if not being booted out altogether in the middle of a show.  When I tried to cancel on Tuesday, April 15, I was told I had to do it myself, but both the xfinity website and the app say I don't have active Now Internet.  The system won't let me cancel something it says I don't have.  When I was finally able to talk to a live person (that was another nightmare altogether), the reps can see on their end I have the Now Internet, but they can't cancel for me.  But again, on my end, it says I don't have it.  The rep on Tuesday said she issued an expedited trouble ticket and to check back in a day or two, however nothing has changed and the ticket now appears closed.  After another phone call this morning, another trouble ticket was issued, but when I just looked it up, it shows I have no open tickets.  And the problem remains.  I want to cancel the Now Internet and return to high speed internet with the new deals currently being offered.  But how can I cancel what it says I don't have?!  The rep I spoke with on Tuesday was rude, spoke over me, no help at all.  Today's rep was more polite and wanted to help, but limited in what she could do.  Another complication is that I have an old xfinity mobile account showing up as active, so when I try to use the online chat feature, I get caught in an interminable loop which asks me to verify the account.  I verify the account, then click next and ask to manage my account, and I am again asked to verify the account, and so on.  The automated phone system is a nightmare, an absolute nightmare!!  They go to great lengths to avoid letting you speak to a person when sometimes, a person is needed!  Xfinity charges ridiculous and unjustified amounts of money but offers the worst customer service imaginable.  Their advertised 24/7 live customer service is an outright falsehood.  This has been the most ridiculously frustrating experience possible.  I spent 3 hours trying to resolve this Tuesday morning and a couple of hours today and don't seem to have made an iota of progress except in the complete destruction of my mental health!  Can anyone help?!