I am having the exact same problem! It is very frustrating because like you, I am working from home and need a reliable internet connection. I haven't been able to track down a human yet to receive help and the virtual did the reset but my Internet wasn't out at the time to begin with. I typically reset it on my own to try to get it working again, but it doesn't help the majority of the time. I am trying the Xfinity store on Monday to get help if they can (they are closed until then) but I am discouraged I will not get the needed help after reading your message.