URGENT - BE BETTER XFINITY - URGENT

I've now been working on this issue for over 12 hours and the agent on the phone is now telling me that they are getting an error and can't send me a new box. And that they have no technicians available. I'm a flight attendant and don't know when I'm here. I had to take today off to get this fixed and it didn't get fixed. I have no cable service. I'm not driving another hour to go pick up ANOTHER box when I just made that drive today. This is absolutely unacceptable. Do better XFINITY and help a longtime customer out!  PLEASE. NO one is helping! The store gave me a cable box that can't be used?! I can't even call the store to talk to a real person. Please assist!