Why Is It Impossible To Speak To an Agent?

Xfinity has to have the worst Customer Service platform in the history of the world. They assume that you can only have a problem in a certain area such as Internet or voice and then base all of their questions off of those areas. After spending hours of going around in circles I somehow lucked out and got to speak to a live agent. I wish I could remember how I did it. The Agent opened Ticket [Edited: "Personal Information"] over a week ago and I am trying to find out the status of that ticket. The agent said it would be taken care of within 24-48 hours which has come and gone a long time ago. I have approximately 700ft of FIOS cable laying on top of the ground and blocking the entrance to my basement. 

I spent another hour just now trying to speak to an agent with no luck. 

I should not have to reboot all of my Comcast equipment to speak to an agent to find out the status of a ticket. This is ridiculous!!