xfinity app

I was online chatting with somebody and we got disconnected.  I am trying to logon to the Xfinity App. I am not on a VPN, I am using my correct loggin information. The person on the chat told me to delete the app and try again which I did and then we got disconnected.  I can't get back to that person and the xfniity chat kept going in a loop and when I asked for a person they kept telling me that they could help but couldn't and still wouldn't give me a person. I am very tempted to just go to Verizon who was offering frankly a better deal.