JAWS Tandem Screen Reader Program Problems

My fiance is legally blind and now needs to learn the JAWS Tandem screen reader program. This program requires his instruction to be able to remote into his computer in order to teach him how to use it.  We have been trying for over 6 weeks, I have made numerous calls to customer service only to be told no one has ever heard of this program.  Correction.  One person said he knew about it but still couldn't set it up!  We even upgraded to the latest router at his instructor's suggestion because she has Xfinity and that worked for her.  But, not for us!  I even went into the local office hoping for help.  Nope.  Looked at me like I had three heads when I told them what I needed.  Last night, I (for the 6TH time) got into a chat with customer support and specifically asked for someone...ANYONE...with knowledge of this program to help us figure out why the instructor could not connect.  I was told they were sending my request to a supervisor and to please hold "for a moment."  I proceeded to sit for 30 MINUTES with ZERO updates or answers.  In the meantime, I was on my other computer using GROK AI trying to figure it out.  Well, at least GROK offered help, but despite everything seeming to be set up correctly, the instructor still cannot remote into his computer.  Does ANYONE in all of Xfinity handle anything for the disabled who are still trying to be gainfully employed and need these items to assist them??