VERY BAD CUSTOMER SERVICE!!!

I live in Jacksonville, Florida.  I'm in the San Marco area.  We have had no internet service for about 30 minutes now.  The Xfinity phone app says there is no outage in our area.  My neighbors and I are out front just talking about how bad service is.  I called the 800 number, and worked my way down the rabbit hole to get a voice.   When I got the voice, and explained that there is an outage in our area that needs to be investigated, she would only try to up sell me a $99 protection plan.  When I told her not interested and that I wanted to discuss the outage in our area, she then responded, if you have the $99 protection plan I could talk to you about the outage in our area.  Needless to say, this upset me quite a bit.  I have no idea what a $99 protection plan she wants to sell me has anything to do with an outage in our area.   She eventually hung up on me.   I have a neighbor that has [Edited: "Solicitation"] so I'm on their system right now creating this post.  So, now I'm going to be calling [Edited: "Solicitation"].  Their service is better, faster and cheaper. OH, I did ask for a supervisor on my phone call, she refused, several times before she hung up on me.  I pay over $100 a month for 2nd tier speeds with only internet services, no t.v./phone.  I guess Xfinity thinks paying $1200+ a year is not enough and wants me to pay another $99 a month for some protection racket before they'll assist me??!!  Something tells me that even at $2400 a year, the customer service will still be terrible.  Bye Xfinity.  Hello [Edited: "Solicitation"].