Your situation is much like mine, except I tried to set up an appointment during business hourst to speak with a supervisor. In Charleston, SC, the entire city, there are no supervisors who meet with clients. You go to the office, stand in line and the person at the counter says they don't make appoints for supervisor via phone or in person and the supervisors don't speak with the public. Great customer service.
For 6 years now, i have had intermittent service because of "signal errors" on my lines. It has been confirmed two or three times by the technicians that the wires on the street are bad, but Comcast in will not repair them. Not enough people and this neighborhood does not have enough political clout to get anyone interested.
I found out tonight that I will have only partial service on 2 of 5 televisions in my house until next friday, if they can make it out there then. Seems the boxes that comcast replaced about 4 months ago are all bad again. Go figure that out.
You do have to love franchises, though, don't you? Without franchises there could be serval cable services in this area. Unfortunately, comcast is the only internet and cable tv provider in my area. If i switch to HULU or Netflix, Comcast will consider me a commercial customer because of my data rates and start to charge me for a T1 line, like a business would have, even though none are available in this neighborhood.
So, since my partial service does not include the stations that will have the bowl games on over New Years Day, I will spend it researching an upgrade of my cellular service to include a hot spot and huge amounts of day. With luck, i can program the downloads while I'm at work an watch them when i get home. If the cost is about the same, this will be the method. Comcast is just too much trouble.
Oh, one more word of advice to you. When they do finally get there for your repairs, be sure the service tech. records the exact number of each item he/she replaces and tests, along with the serial and model numbers of any returned equipment. I was billed for twice as many boxes and outlet installations the last time a service technician came to the house. All he did was unplug the box that was bad and plug the one I had mailed to me in. My next bill then showed twice as many boxes as I actually had. That was in October. I spoke with them tonight for the second or third time to get my channels fixed and to remove the boxes I don't have from the bill. Based on the track record, it will take another 3 months and there will be no refund. WHen the tech comes this Friday, if he / she shows, I will have them record each serial number, model number, and MAC Address for the five they replace and the five they install and sign off on it, along with a statement that he physically looked in each room of my house and saw no other televisions and that he installed the boxes shown as installed this date on my list.