Speaking to an actual person - You need to choose "Disconnect Service"

Recently I tried to understand why a router/modem that I ordered hadn't been delivered.  I used the chat channel 3 times, and each time was assured it was on the way, but never got a confirmation.  I knew I needed to speak to one of the comcast employees who are actually really helpful once you get to talk to them.  As many have reported, the Comcast Voice Response Unit is pretty limited in what it can handle.  For example Internet includes connectivity issues, password, or email.  But worse is that they don't offer an "other" option.  They simply hang up on you.  So after trying a variety of options, I ended up choosing "Cancel Service", knowing that they would ALWAYS want to you talk to a person prior to canceling your service.  Once I got through to the person, I told them I didn't want to cancel my service, but was really trying to check on my modem order.  Turns out, it never got sent twice, but I was charged for it, and the only way I could get resolution was via the live person.