Wi-Fi constantly loses Internet connection

I tried to direct message following these instructions: 

https://forums.xfinity.com/conversations/customer-service/how-to-email-customer-service/65132357ea929f0d57dd73ed

But they don't work. 

My home Wi-Fi keeps losing Internet connection. The assistant runs me in circles and can't assist me with problems that aren't happening exactly when I'm connected to it. 

I need live tech support who are empowered to look beyond the current status of my home network to help me stop having this problem