5g and 2.4gh

I need help as I'm certainly not getting it by talking to an actual real Comcast person or through chat. I chat/talk with different people and get different answers. I get transferred in chat to a different person (in the middle of a conversation) and then during that second conversation I get the message that says 'connecting you with a live agent, current place in line 3'.

I was on a 5g signal on my modem up until a few days ago. Over this past weekend, I finally got some help (after chatting with multiple Comcast folks) as my new refrigerator supposedly needed to be on wifi and only works on 2.4ghz (LG fridge). So a Comcast person ended up switching off 5g for my network and only activating 2.4g.  That got the fridge connected but slowed everything else down, including my work computer for zoom and an xbox in the house.

• So I chatted with someone last night (person #4), asking that my signal be put back up to 5g. At this point I don't care of the refrigerator connects or not. They said they did that for me.
• When I checked today and chatted with another Comcast person to confirm this was really done (since we still saw slowness), I learned it had NOT been done (persons #5 and 6). I was also getting conflicting info from this person versus prior Comcast people.

I was able to go into the admin tool and name the two different networks/frequencies differently so I could tell which ones were available. Only the 2.4gh is coming up as available to join. I just want the 5g one to show up as well but in the admin tool it won't let me activate it. 

Why is it so hard to get some help getting this done? Any insights anyone has would be very much appreciated. I am not getting anything related to Customer Service at this point. Thanks.