Why won't agents transfer you to a manager???

Came home from being away for the weekend last night, and our TV is not working.  Internet works just fine.  Chat bot is zero help.  Called and got a relatively decent agent this morning (well, except for the fact that customer service agents are now trying to sell you constantly on cell phones or other Xfinity products).  The tech on the phone said we needed a technician to come out, and he'd send a link.  The link had me calling back on the phone!  Tried the "chat with an agent" option, rather than waiting on hold or having them call me back again 30 minutes later.  Was told that I can't schedule a technician because "I'm not the manager of the account" - it's in my husband's name, but I pay the bills, and it's my email address and phone number that are associated with the account.  We've been customers for 33 years, and I've been the primary person who calls with issues, etc. during that entire time.  The agent spent over 10 minutes trying to get "authorization" to schedule a technician to come to my house.  Keep in mind, we have zero TV service at this point.  They won't just send me a new TV box, either.  The appointment they offered me was 2 weeks from now!  I said absolutely not, so another 5 minutes later and she says she can "prioritize" me for a week from now.  Keep in mind, we are paying them $2,500 a year for internet and cable TV and when we have an outage they can't come in 24 or 48 hours???  I repeatedly asked to speak to a manger, and was told that her manager has "the same authorization as she does".  Refused to transfer me to a manager, then either put me on hold or hung up on me.  Called back again, waiting more than 25 minutes for an agent - and again, instead of transferring me to a manager, I'm on hold for 5 minutes and counting while she tries to "prioritize me" for an appointment.  No one is even addressing the fact that I can't add myself as a "manager" of the account, because it's MY email and MY phone number that are associated with this account - in addition to MY bank account.  Comcast was never known for the best customer service, and Xfinity has been worse - especially after they shifted all of the phone agents to overseas vendors who don't have access to do anything but try to upsell you.  Why is it that I can't speak to someone who can solve my issue??  So frustrated, and their #1 competitor in my area just put fiber all through our subdivision...strongly considering switching at this point.