Sorry we're having trouble

I decided to stop using my own equipment and start using an XFi device. During the set up on what I think was the last step the app stopped working. Now I when I try to use the Xfinity app to try and use the new features I have with the xfi device I can't. I receive an error that says " sorry we're having trouble, call 1800 Xfinity" and even signing onto Xfinity.com I can't see my new device. I have chatted and been on the phone with 3 different agents without getting my problem solved. All tell me basically same thing that they are doing something on their end and to wait a few hours for a call back. All of which are just can automated text message. The error message in the app says to call but nothing in that automated menu is for the app. All that did was reset my internet device several times. Responding to a text after those attempts that it wasn't successful was the only way I got a person. What am I paying for if I can't even use my device for it's full potential? I've done all the basic trouble shooting of removing the app and reinstalling it but nothing works.