Caller ID not working, now phone dead too!

Renewed my contract back in July. Ended up getting double billed the following month. Went in and got that corrected but then lost caller ID on both land line and tv, only coming up as anonymous or unknown. Worked fine for years prior. Finally live chatted with xfinity to try to get it resolved in Dec. Waited 24 hrs. Still not working. Went in to local xfinity store twice in January to try again. Second rep was confused about a solution but sent me home with a new router/modem to see if it would work. After activating new router/modem, now the phone line does not work at all. No dial tone, even plugged direct into modem. Emailed the xfinity rep and he thought he had a fix for caller ID. I emailed again about the phone not working at all now. No follow up from xfinity for 5 days. Does anyone care to fix this or you just want to collect the payment every month?