IVR / Voice Menu Issues & Other Issues

On May 13, 2020, I was having issues with my internet connectivity and tried to call in for tech support. On seven separate attempts, the IVR told me an agent couldn't help me and unceremoniously told me goodbye or tried to transfer me at some point and the transfer failed causing a disconnect.

On another attempt, the system forced a refresh of a modem I had just unplugged, waited an honest minute (not the usual five second "minute" we customers often try to pull), even though I told the system I was not ready for a refresh signal.

Tonight, May 14/15, twice the system has hung up on me even as I was repeating "Agent."

During the issue on May 13, when I did finally speak to an agent (who was as helpful as could be, no complaints with the agent), I asked to be escalated to a supervisor about the IVR. I was told tgat tge work remote did not offer the ability to do so but the agent took a message and promised I would receive a call from the supervisor that day. This did not happen.

I also asked that agent about how to contact my account manager. Despite clear effort on the agent's part, this information seemed unavailable to the agent.

Tonight, the same happened again, where an agent was unable to do a simple transfer.

This is entirely and completely not acceptable.

1.) If the IVR ever hangs up on me again, without verifying this is agreeable, my next call will require transfer to retention or my account manager to terminate my services. This needs to be fixed immediately.
2.) In the near decade I have had Comcast Business in the Denver area, I have noticed over the past three years a substation reduction of tools available to tier 1 support, including: loss of account insight, loss of access to diagnostic tools or loss of functionality in available tools, loss of access to technician updates during outages, loss of historical account information, loss of independence for tier one staff to attempt extended diagnostic approaches when the scripts fail.
3.) Equipment provided has had serverely reduced customer-facing visibility. With SMC models and NetGear models, connection diagnostics like signal strength up and down, SNR, channel lock, etc... were available. On this Technicolor garbage I have been forced to use, there is zero diagnostic info available in the customer-facing interface.
4.) Seeming inability or failure to plan for basic functionality common to telecommunications systems - Comcast is, in part, a telco. There is zero reason for a remote worker to NOT be able to do something as simple as transfering a VoIP call to a suoervisor.
5.) I can not tell you the last time I actually got anywhere NEAR the contractual speeds, even accounting for overhead losses.

So. Are there ways to address these issues, or do I need to change providers?