Terrible service

I am beyond livid. We had a power outage a week ago, in conjunction with an Xfinity outage. The power came back on and cable/Internet service was restored a short time later. However, one of our satellite TV cable boxes was not functioning. There was only an error message on the TV apologizing and telling me to call in the problem.......with no phone number shown. I rebooted the satellite box, the main cable box, and the television. I reset the satellite box using the button on top of the unit. I researched the error code online. I tried to call Xfinity many times only to get recordings that said we had an outage in our area. No opportunity to report a different problem. Later, when I was able to break through the phone menu tree, as soon as I entered our address, the system defaulted to a Comcast Business account which we have at the same address. I can't request assistance through this account because it doesn't recognize our residential cable TV service. 

Through the website, I walked through several attempts at technical fixes, none of which worked. The system then scheduled to have a technician come out today between 10:00 and noon. A few days after this was scheduled, I got a call saying that the problem had been fixed and to cancel the appointment if I determined that service to that TV had been restored. Unlikely that they could have fixed it remotely since the cable box had been unplugged that day in the hope of resetting it. The robo-call asked me if I wanted to cancel the service appointment and I didn't respond as I was in the middle of a work situation and the robo-call implied that the default was to keep the appointment. So, I stayed home from work today and waited for the technician. I became suspicious when there was no reminder text or call, nor communication from the technician that they were on their way or with an arrival window. I called the Xfinity service number and after wrestling with the menu tree for an inordinate amount of time, was able to reach a human.......with Comcast Business. She was very courteous and helpful even though that wasn't her division. She was able to determine that we had no service appointments scheduled. I was miffed that Xfinity had unilaterally canceled the appointment without any communication with me other than the hugely misleading robo-call. I asked the agent for a direct line to Xfinity residential so I could talk to the right people next time and the number she gave me was the number I have called in the past - that routes me to Comcast Business when I enter our address. All this for a problem that could probably be resolved by me exchanging the cable box at the Xfinity store, which I would gladly do if so instructed.

I am furious. There are so many problems here, I don't know where to start but I will give it a shot.

• Inadequate (incompetent?) remote diagnostics & resolution efforts
• Incorrect conclusion that the problem was resolved - when the box wasn't even powered-up
• Canceling the service appointment without my input
• No notification that the appointment had been canceled
• No human involvement throughout the process
• Two weeks without service - after the storm outage has been resolved
• Difficulty finding support on the Xfinity website
• No way to find a record of the service appointment on the website
• No helpful information available on the website related to the error code
• Phone support routing me to the wrong division (Comcast Business instead of Xfinity residential)
• Infuriating phone support menu tree
• Very difficult to get to a human
• Because the chat feature is automated, only canned responses available - no way to express the unique aspects of my problem
• No option to exchange equipment at the Xfinity store

Much of this could have been avoided if I had been able to communicate with humans. I know the automation saves the company a lot of money but at what I believe to be a huge cost in terms of inadequate service and angry customers.

Another company is wiring our neighborhood with fiber-optic. I can't wait until service is available. It can't happen too soon.