technical support

I just had Xfinity installed at my house on Wednesday and one of the Xumo boxes was not working. The Technician did not have another one on the truck and he said he would call the next day or have his boss call, to schedule someone back over to my house to take the faulty equipment and install a new one that works.  I have not heard from him or his boss, and I am trying to call and get a real person to speak with but it is all AI robots on the site!  I am perplexed by this as a new customer, that you are unable to speak with a real person.  The app takes you in circles, the text messages the same thing. How disappointing!  Does anyone know how to reach a real person to help?  Thank you!