Terrible customer support for my home

I am experiencing an outage at m

y home.  The xfinity phone number agent tells me that there is no outage in my area,  but my services are down.  They told me that they would be sending me a text with a 10/17  appointment,  and it arrives saying 10/18. The call center taking the call is offshore,  they barely understand English.  I am a diamond level member.  I am now asking for help. Lacking that, I can change providers.