Yesterday, our router died. It was clear that is was dead as A) the power cable LED was blinking blue and 
no ethernet lights were working.
I spent a hour on chat running through all of the diagnostics multiple times. The time could have been compressed to a matter of minutes had the agent not taken 5-7 minutes to reply each time. And still they refused to allow me to go to the local store to up a new one.
My wife then took over and chatted with reps but was disconnected multiple times as your site timed out her account while waiting for the tech to respond.
She then called and waited 1 hour and 47 minutes before a tech answered the call. Again she ran through all of the diagnostic until she was finally able to convince them to let up pick up a replacement router.
It look almost 5 hours of our time and yours. It was wasteful, convoluted and infuriating. Once were able to pick up a new router and install it, the problem was solved.
Next time, we won't bother. We'll just call Xfinity.
