I've been on the phone collectively over 20 hours recently with Xfinity/ Comcast. It's a constant battle. You are routed to hold for an agent then told that you will receive a text. In the text you can respond with 2 to "chat" with an agent. No one responds. Why can't I just call and speak to an agent? I pay almost $5k to Comcast between commercial and residential. Makes me want to cancel.
I have the same problem. I want to talk to a customer service agent about my account. After going through a bunch of hoops on the phone you have a choice to start over or go online to look for an answer. The is no way to talk to a representative!