4 techs couldn't help

I've had 4 techs try to solve our freeze issue on our X1 box with no luck. Even added an X1 Xfinity package one said would help costing me an extra $10 a month. I've had X1 for 2 1/2 yrs and never needed it before. Anyway, that did not work. I don't think they're understanding the actual issue we have but I hoped talking to a human would make it easier to pinpoint the problem. Our TV freezes during commercials only, not regular programming. It's not even a big problem, but it is still a nuisance and it doesn't fit within the usual tech support questions. How do I get to a human?