Actual customer service

I have been a customer since 2003 and was very happy with the service and I have seen it become the worst customer service of any company I pay to. I work for a retailer and track NPS and I am shocked what this company puts out as service. The actual TV and internet service is great and if I ever stop at an xfinity store- the employees are wonderful. It is the assist chat and the zero chance of connecting with anyone by phone that will lose you customers. You cannot have an unreachable customer contact line. After 23 years of service which I diligently pay for, I feel I would want to go with a different provider- not because the actual product/ service is bad but because I cannot connect with anyone that can answer the question I have maybe once every 12 months. You will lose customers in a market with many choices available simply because you cannot provide a helpful connection without a customer jumping through endless hoops and battling your chatbox.