Who can help with my Xfi B7 Router getting hacked daily

@XfinityEmilyB​ Emily? I posted my comment August 26. In the time I posted that, instead of giving me attitude and talking up your excellency, perhaps you could have actually done your job and taken a look at my account or Hey, reached out yourself!
Maybe you could have prevented the Blow Up that occurred, where my router is now completely hijacked. Everything is now under their control and I am locked out! As well as the Xfinity App. Can’t get in there even now. If I can’t access the App, I can’t really access my Admin Tool now can I? So the lovely Bot that just kept telling me to restart my router, clueless. I did everything I could to try to get an actual person to help me and once again, your awesome bot wouldn’t transfer me. 
The next day? I was able to get through to someone and was told I would be taken care of, reduced bill, new router on the way and she would have my App looked at and fixed. We set a time to finalize everything and she was to call me back.
No call back, nothing. My Xfinity App still won’t let me in and when I checked with your lovely Bot about my Router? Zip, hadn’t been sent and she couldn’t verify if an order was even placed. I was on that App every day, many times. Look it up. I did everything I could to try keep my home network safe. They have my router and then hacked their way to my Verizon Account where they deleted my Esim. They’re putting on a clinic for Hackers 101. 
So yes sweetie, you and your team are amazing! Keep patting yourself on the back cause you sure provided some incredibly Professional Customer Service!! 
Imagine if you had actually DONE your job!! 

@user_aer5yd Thank you for sharing your recent experience when attempting to get a service change and router resent. Our team can definitely assist with the order issue and get you another one. Like my colleague mentioned in the previous response our Customer Security Assurance team is going to be the best option to provide you with solutions to combat your potential hackers. They are the best team equipped for those kinds of situations. In the link I provide is their contact information so you can reach out to them at your convenience. If you could please send me a DM with your first and last name along with your full-service address, we can get started looking into the recent order that didn't go through.

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