Wifi Not Reaching

Two months ago, my husband and I bought an xFi extender pod from Xfinity in order to access service in part of our home. 

We just recently moved into a 3 story townhome. The base floor is just the garage. The 2nd floor is the main floor. The 3rd floor contains our bedroom and the office in which we study and work from. When we moved in 2 months ago, we had an issue right away with how the internet service reached the third floor from the gateway on the second floor. Xfinity customer seevice recommended we buy a wifi extender pod, and so we spent the $100+ on the pod in hopes our service would improve. Over the last two months it had, until 3 weeks ago.

3 weeks ago, the extender pod went offline. We reached out using the online chat assistant and tried troubleshooting with a technician(?) before we were told to go to the store to replace the pod. We arrived at the store, where the manager told us that nobody has pods in store currently and that we had to fill out the online form. We worked for hours with the online chat assistant due to multiple attempts at troubleshooting. Restarting the pod, disconnecting it, reconnecting it, restarting the gateway and testing its connection, ect.... and no matter what, our service doesn't reach the next floor enough to run a video meeting successfully. 1.5 weeks ago, we submitted a replacement request, and again 5 days ago, but have not been contacted by or able to reach anyone that is willing or able to discuss what we should expect as far as process and time line while we make plans to TRY to keep this service provider, maybe?

I have tried multiple avenues to try to reach someone by phone or chat that can help, but has anybody else had issues like this? I frequently hear people say Xfinity is usually a good company to work with, but this has been a hardship that we did not anticipate on top of our recent relocation.