Wasted almost 2 hours in chat with no help

I am incredibly frustrated with my experience with the people on the chat.  I had my Internet service transferred and received a new modem at my new address on the 4/15 which I then set up an activated on the 16th however on the 17th it stopped working because it's incredibly difficult to find a phone number to contact you guys I used the chat for Assistance. I spent almost 2 hours on the chat and was transferred to five different people none of which that were able to help me, everyone would start their chat by saying no need to worry I will be able to help you and then ended it with I have limited access. Let me transfer you to somebody who can help you and then those people could not help me. I then finally found a phone number to call and spent another 45 minutes on the phone getting my service transferred and the modem activated. The two people who helped me on the phone were incredibly helpful and understanding however ,no one was able to give me an explanation as to why I was able to set up an activate my new modem on April 16 just to have a deactivated on the 17th and I'm very frustrated that I wasted two hours in the middle of the day in a chat and received zero help obviously I'm moving and I'm incredibly busy and do not have time to waste chatting with people who are have no help when I finally spoke to someone on the phone they were able to help me right away. They knew exactly what to do and I don't understand why these people in the chat kept connecting me to other people who cannot help me and wasted my time on a busy day when I'm in the middle of moving. I will keep my service with you for now, but in all honesty if anybody asks me if they should get Xfinity, I think I will tell them no purely based off of that. Absolutely terrible customer service experience, granted they were all polite and nice but completely incompetent.