Poor service and Outage complaint

Its been a full day of Xfinity outage with no updates from them. Both my wife and I work from home and we lost a days worth of wage. I initially got through to a rude customer service rep (Luis) who tried to pin the issue on our modem. Then he said he will get back with a resolution in 2 hours and we did not hear back from them. Now, the customer service line goes to an automated message notifying about the outage, no update on time to resolve it and then hangs up. What is going on with this poor service and lack of updates about the outage!