10 days without internet: two techs no-showed a same-building move install, order silently put on hold on a false 'no access' note

I moved from one apartment to another inside the SAME building. The previous tenant of my new unit had working Xfinity service on the same wiring days before I moved in. Despite that, Xfinity created an "Install Appointment" and I have now been without internet for 10 days.

What has happened:

1. Appointment 1 (Fri Sep 5): No technician arrived. No call. No text. We held the entire day.

2. Appointment 2 (Mon Sep 7, 1:00-3:00pm PT): No technician arrived. During the window, a live chat agent told me the technician "has arrived and will be with you shortly." At the same time, the order notes show the job was being placed ON HOLD at 1:07pm PT on a technician note claiming he was "unable to access the apartment" and got "no answer" on the callback number.

An adult was inside the unit for the entire window. Nobody knocked and nobody buzzed. The callback number was live and answered all day. So the technician note that froze my install does not match reality, and nobody at Xfinity told me the order had been put on hold. I only learned it because an agent dug into the notes hours later.

3. I have now spent many hours across the Xfinity Assistant and live chat. I was told repeatedly that a technician was en route and that someone would call. Neither happened, on either date. An escalation ticket was opened and closed with no contact.

4. The self-service scheduler now offers nothing before Friday Sep 11, so the proposed fix for two failed appointments is to wait another four days.

I have also been told the coax is not connected on the building side. That explanation does not survive contact with the facts: the previous tenant of this exact unit had working service on this exact wiring very recently. Comcast does not physically cut the tap on every move-out.

What I am asking for:

- A technician dispatched Tuesday Sep 8, 2:00-5:00pm PT, or Wednesday Sep 9 at the latest. Local dispatch can add a job to a route even when the self-service scheduler shows nothing.

- The order taken OFF HOLD in writing.

- The technician call records for Sep 5 and Sep 7 showing the number dialed and the timestamp.

- A review of the inaccurate "unable to access" note, with a reference number.

- A callback from local Tech Ops leadership with a named person and a committed time.

- Credit documented for the outage period and both failed appointments.

I have an open DM thread with Xfinity Support and I am posting publicly because two appointments have failed, commitments made to me in chat were not accurate, and I am not prepared to accept a third open-ended wait. I would much rather have a working connection than a complaint on record, but I am preparing one, and I am evaluating a competitor.

Is there anyone here who can actually get a technician dispatched this week instead of scheduling around a note that is not true?