Everything about you is terrible

I work from home. My internet went down. TWENTY minutes later, I get a text message after I've already gone to the website and seen the notification. So first complaint:

• You are a tech company. There is no reason that an update being posted to your site shouldn't automatically send text alerts.

So, the update says it'll be three hours until my service is restored. I use my phone's hotspot to connect to the internet so I can tell my coworkers about my issue, including asking a project manager to reschedule an important call. MOMENTS later, my internet is back up and working.

• How are you consistently THIS bad at estimating fix times? Regardless of how long a fix will take, people using your internet to DO THEIR JOBS need to have more reliable updates than this.
• Why do your customers have to go searching for the single button to request a credit when there is downtime, rather than you crediting us automatically? (I know the answer to this one is "because we can, and it means we get more of your money this way", but do you really think that's the right way to treat people?)
• Given how everything you've told me thus far was either late or a lie, how am I supposed to trust that my internet will still be up for work calls?

Then, I went to file a complaint saying all of this, and was brought into the worst aspect of being an xfinity customer: Your absolutely abysmal support offerings.

• Replacing real live people with a bot is a bad idea in general, but you absolutely cannot have a help bot that only offers pre-set options and can't help with anything else. Who do you think this helps? What is anyone with a need that isn't essentially "Are you too stupid to use our site on your own? Let me tell you how to navigate to our top-level menu items." supposed to do?
• A forum isn't the right place for most of what I'm saying here. Why am I left with this as the only way to contact y'all (that isn't spending hours on hold being told I'm "important")?
• Your website's UI is full of dark patterns and awful load times for any service, let alone an internet provider. It really doesn't help this process. 

Sincerely,

Someone looking for a new internet provider