Storm Ready WiFi Complaint

For starters three months ago I got security cameras and in store rep REMOVED my gateway from not only my account but from the Xfinity system so I had to speak to multiple reps over the phone and even had two technicians come out initially. This is important because this is when all my issues started. 

When he did that, they couldn’t re-add the original gateway and I had to exchange the gateway twice. At this point I noticed I am no longer receiving my 2000mbps for three months my speeds have been at 1300mbps and my storm ready WiFi has not been receiving any cellular signal. 

Yesterday, my powers goes out and my storm ready never kicks on while I’m working from home. I call Xfinity and the first rep tells me that I need to go to the store for an exchange. I accept this answer trusting them and go to the store. The store tells me they can’t do anything about it because they don’t carry them in stores. I go back home and call Xfinity. The second rep was extremely helpful but still can’t get my issue resolved and tells me that I need to go back to the store to return the device because he needs a receipt to submit a request for an exchange. Again I accept this answer and go back to the store for a second time. At this point in irritated and ask for the manager. The manager now says they can’t do anything but fill out an online form. At this point I am even more irritated. Then as a last ditch effort I decided to chat with an Xfinity rep to express my frustration and although the rep was great they counted on a technician that the first rep scheduled without telling me to help me. The technician comes and basically says he can’t help with the storm ready and that the store should have helped. He did finally resolve my speeds issue something the first two technician three months ago couldn’t do. 

Can someone please help me get my storm ready working again? I can see it on the app that it’s activated but the app won’t let me remove it from my account and the Xfinity techs I speak to can’t see it on my account but I sure am being billed for it. Can someone please HELP? It seems like no one knows how ton troubleshot and help customers with these