Bad customer service

After using the not very helpful AI tool on the app, the virtual assistant finally allowed me to schedule a service appointment and said the scheduling would be done over text message with the phone number I provided. There was no time estimate of when they would reach out, and after 3 hours I still hadn’t heard from them. It was more difficult than need to be find an actual phone number to call, and another AI agent answered the phone. I was asked if I wanted to chat with an “agent” over messages and I opted for over the phone. After I was told I was being transferred and waiting for a real agent, I was hung up on. My second attempt to call I had to repeatedly say “real person” many times in order to actually be connected to one. I was originally told that we could not proceed unless the primary account holder was present and could authorize the interaction. Only after informing them that I am indeed a manager on the account, which I had given them my name at the beginning, did they go back and actually look. The next thing on their agenda was pushing a paid upgrade of our speed, said our current plan was grandfathered in, not available to purchase anymore, and that it was primitive. I said no thank you our speed is fine, he went through the whole scripted spiel again, saying it was an amazing promotion (it’s not) and i had to turn it down again, because I guess my first no wasn’t clear enough. I know these customer service agents are forced to put pressure on an upgrade and I think that’s disgusting of the company to do. No apparently does not mean no when it comes to xfinity. They do not listen to their customers at all. I’ve only had one service provider come out when we first signed up and he was amazing. When I went to an xfinity store to replace my router, the workers were amazing too. The difference between the in person service and their online service is night and day. From what I see online this has been a big problem for a VERY long time and it seems absolutely nothing is being done to fix it. That just shows how much you value your customers.