Why on earth would XFininity decommission a newly installed modem and further, not close the installation work order

I am furious.

XFininity installed new service yesterday morning.  Everything worked fine and I disconnected Astound.

This morning my wife calls me while I'm at the gym and she cannot get on line.  

Whild troubleshooting myself, I learn I cannot ping MSN.com.    I call XFinity numerous times.  Each time they bot forces me to restart the modem.    It won't let me talk to a live human or even chat with one.    This goes on for a few hours. 

Finally, somehow, I get through to a live human in a chat and find out that my modem "wasn't commissioned."   The work order was never closed.  I had to give the MAC to him so he could commission the modem.   What a cluster.   

Is Xfininity reliable or will they decommission me again?