Storm ready not removing from my app

i have done all that and so have techs ive had to have come out. so now i have payed for a device that broke and now cannot be removed to be replaced n now parts of my house has a weak wifi signal. i have gone into the store, i have talk and chatted with suppourt and noone has a answer. PLEASE CONTACT ME XFINITY!

Hello again user_5d70py We'd love to assist via our 1-1 messaging service.  Please send a direct message by clicking the chat icon in the upper right corner of the page, clicking on the pen and paper icon, then entering “Xfinity Support” in the “To” section. Please include your name and address, and I'll be happy to help.

I have done all this and have had a tech out here n did all that as well. I need to talk to actually tech support 

There is a issue within the system n it will not remove it no matter how they have tried. It upsets me knowing I paid for something but cant receive any proper support because "i" own the device, which was told to me by both a employee and a tech. So now I don't have my storm readybor the expansion on wifi it brings even tho I still paid for it less than a year ago

I totally understand where you're coming from @user_5d70py, and we do have extensive experience in assisting with Storm Ready Wi-Fi replacements. We're here to talk and help escalate this properly anytime you'd like to talk. 

His response did not help

How did you get connected that far up? I've been dealing with it for so long

Hello again user_5d70py we're sorry this is still an issue for you. We can help coordinate contact with our advanced tech teams. 

Please send a direct message by clicking the chat icon in the upper right corner of the page, clicking on the pen and paper icon, and then entering “Xfinity Support” in the “To” section. Please include your name and address, and I'll be happy to help.