paramount plus

I signed up for Paramount Plus a few weeks ago.  It doesn't work properly on the X1 box - lots of extended lagging, random pausing, can't fast forward or rewind.  Called 3 times (over an hour each call, some closer to 2 hours) and finally got a rep who did a 'self heal'. The end of the process generates a text to reply yes or no if issue was resolved.  I replied no and got a call from Anne who said this has been a known problem and they expected it to be resolved on 7/4.  It is still not resolved.  Called again today (another hour+) and the rep wanted me to try a bunch of troubleshooting steps.  I explained it's a known issue and how I got a call back so she did another 'self heal'.  Nothing has resolved this issue and every time I call, the person has absolutely no knowledge of the system wide problem with Paramount Plus on the X1 box which seems ludicrous if it's a known issue. I am able to view Paramount Plus on other devices so it's definitely an Xfinity problem. And all other channels, streaming apps work fine on the X1 box. Any one else experience this and if so how was it resolved? Thank you for your help.    

Edit to note the last rep did NOT do a self heal, I never received a text so no call back.  Any suggestions on how to get this escalated?