Cable tv freezing and restart problems

I have regular freezing of an X16 box and need to restart it every day. I replaced the box, had a service call a few months ago which helped but the problem continued. An Xfinity service person worked on it last Friday and noted a marginal signal coming into our home. He replaced the line from the street to our house.  Over the weekend the problem became worse impacting other TVs with freezing and dropouts triggering restarts often during critical moments in several sport events. I temporarily switched to the stream app with mirroring to the tv. 

Over the weekend, after working my way through the nearly completely dysfunctional AI bot and calling many numbers I scheduled a service visit for earlier today. My appointment from last Friday is still open so the AI Bot tells me my technician who arrived last Friday is late, there is no appointment scheduled for today and a crew is scheduled to bury the new line today for a system that is not working. 

Please tell me how to schedule a service visit - neither the AI  bot nor  the Comcast service team nor the Comcast corporate complaint team have been able to do that. 

it is clear that I need an onsite service call without anymore remote troubleshooting for an intermittent yet very regular problem.  

Call me frustrated with an organization I highly respected until the last 2 months