Setting up new XFinity WiFi router

looking for help in setting up the new router that xfinity sent to my home. The funny thing is the device is showing white lite and using my xfinity app it is saying connection issue, set up a technician. Without internet the app wont work and I could not schedule an appointment. Then I called through phone number then it is not connecting me to an agent, instead it is connecting me to a virtual agent. The virtual agent sending me a url to connect. I was laughing. Who in your company designed this feature, for sure you should not have these types of visionaries in your company. Finally I have reconnected my old router, then looked at the app to schedule an appointment with technician, but since there is no issue in my connection, i cannot see that option. Can anyone help me to connect the new device and get internet or schedule an appointment.