AWFUL Customer Service When You Have Severed Line

​I don’t get it. It’s storming here in California and tree limb pulled my internet and power lines off of my house on Tuesday 3/14/23. I got the power reattached by Thursday 3/16. Earliest Xfinity could come out was Sunday. I didn’t complain because that still meant I’d have internet to telework on Monday. The customer service rep offers to upsell me a faster speed. This happens every time I call them. This time I stupidly agree.​

​It was raining again on Sunday. I had the last appointment: 4-6. Tech comes at 4pm and is gone by 4:15 claiming my neighbor wasn’t home to give him permission to go on his property to fix the line. This is the 3rd time a tree limb has taken out my power and I’ve never heard that. I think he didn’t want to work in the rain and wanted to go home early. When I called customer service at 415 they told me he didn’t close out the ticket and I had to wait until 6pm to reschedule. They wouldn’t give me a number for my neighbor to call to give permission. The rep says they will call back at 6pm but no one does. I call at 611 and the earliest appointment they can give me is Thursday. The rep uses the same fake surprise voice the rep did on 3/16 when giving me the 3/19 appointment but this time I complain and suddenly there is an opening on Wednesday 3-5pm the last one of the day. I try to escalate it I keep calling back asking for an earlier time because it is their fault I got a lazy technician. The escalation rep does nothing. Doesn’t even tell me about the waitlist. So now I’m really mad so I ask to be transferred to billing so I can cancel the upsell. The billing sales rep says that would mean another ticket. So that would mean cancelling my Wednesday appointment and rebooking. WHAT???? I tell him that’s really unethical. I get upsold a package while disconnected and now I can’t cancel that????? Then he says well they will have to prorate it if they cancel it. HOW DO YOU PRORATE A DISCONNECTED SERVICE? I’m bad at math but even I know 0% of 0 is 0!!!! Then finally the rep agrees to give me back my old plan when I tell him I will have to figure out what entity to report him to. He is the first rep who tells me about the waitlist he says he put me on it for Tuesday at some time I didn’t catch and that I will receive confirmation. I never do receive confirmation so I research it myself and put myself on the waitlist.​

​I also try to report an outage because clearly a severed cable sitting in my yard not connected to my house is a very localized outage but an outage nonetheless. However, Xfinity’s stupid assistant claims there is nothing wrong with my line. ​

​I also can’t file a complaint against the technician because apparently they can tell me his name and give me his picture BEFORE he arrives but that’s not stored anywhere so you can’t complain after he is supposed to arrive. How does that make any sense????​