Terrible Internet Service. Terrible Customer Support. Shady Practices.

My problem: my internet connection drops once or twice an hour (sometimes more often), and the signal strength fluctuates constantly. I work from home and need a stable internet source. So, call Xfinity "customer support." It took me five times as long to fight through their person avoidance phone tree than the two-minute wait to get a person. I explained my problem...simple, right? No. "We are experiencing an outage in your area and cannot take any steps until this "outage" is resolved. Fine. I called back after their outage was supposedly fixed and finally convinced them (and it took convincing) to send a tech. The service appointment window is 1 pm to 3 pm. I am running a quick errand and get a call at 12:40 pm from the tech. Normally, I would be thrilled if they showed up earlier in their appointment window. He is very put out that I am not at the house waiting for him. Rush home to find a tech who speaks Russian and very little English. Try to explain my problem. He keeps showing me his phone and pointing at the signal strength. That's fantastic...WHEN THE INTERNET IS CONNECTED. After some quick Google translating (is this something I should have to do???), he finally replaced a connector (Where specifically, I have no idea. It wasn't in the house.) The connector was old, he said. Within 5 minutes of him leaving and logging back in, the internet dropped GRRRRR. I didn't expect a connector to fix the problem but hope springs eternal. Then I get my bill. They charged me $100 for Professional Installation! First, it might be good business practice to let your customer know you will charge them to fix THEIR problem. Second, you didn't install anything - you replaced a connector on YOUR line. So, call back again. Another nightmare of a wrestling match with their phone system and finally get routed to technical support. Technical support is a misnomer. It is an outsourced rep reading from a script. His only response was that my area was experiencing an outage. *Facepalm.* I asked if this outage was the same outage that has been causing my problem since day one? He repeated the same script line and apologized for my inconvenience. My inconvenience??? You are taking my money and not providing working internet service. Shady. So, I am still without a fully functional internet service and have no hopes of even getting a tech scheduled until this latest "outage" is fixed. This is a classic picture of how a monopoly cares for its customers. I've seen some of the responses from Xfinity in this forum. Don't bother if you are going to act like you are mystified by my irritation and equally mystified by my problem... if you bother to read the complaint, you might know what my problems are. Crazy idea...provide your customers what they pay for and quit hiding behind "outages" as an excuse not to address the real problems.