2 months after changing to Xfinity, I have been 3 days without internet service for the second time....

Hello, I have been 3 days without internet service and looks like it will be 4 or 5. It is impossible to get anyone on the phone to see what the issue is. The only option is chatting with a virtual assistant, which is not a real person. Now my question is: will I be refunded all the time without service? This could have been much less if Xfinity had a more efficient and reachable customer service. Why is it my fault that they cannot dispatch a technician earlier than 4 days after my request? Or that they cannot call me back until a week from the time I request it? Is this a good customer service? I feel like this is a scam, the virtual assistant and all the customer service setup.