Complaint

I am writing to formally complain about an extremely poor experience with Xfinity’s internet service and technical support.

Our internet service went down on the evening of January 24, 2026. I followed the online troubleshooting steps and was informed I would receive notification when the issue was resolved. Based on that, I went to bed expecting service to be restored.

The next morning, there was no notification and service was still down. I repeated the online steps and again received no update. After significant difficulty navigating the customer support phone system, I eventually reached a representative who scheduled a technician to come to our home the same day. That was initially encouraging.

Around the scheduled appointment time, my wife observed an Xfinity service van outside our home. We waited for the technician to come to the door, but no one did. After waiting, I went outside and found that the van was gone. I assumed the technician might return, but the appointment window passed without any contact or service.

I contacted customer support again and, after explaining the situation, waited over 30 minutes while the representative researched the issue. Without explanation or resolution, I was transferred back into the general customer service queue. The next representative, David, had no information and required me to repeat the entire situation.

David eventually discovered that the assigned technician had closed the service ticket and marked the issue as resolved—despite never entering our home or communicating with us. This false report prevented the ticket from being reopened. David explained that his only available solution was for me to visit an Xfinity store, obtain a router, install it myself, andthen call to schedule another technician visit. This was unacceptable, as the problem stemmed from an inaccurate report by an Xfinity technician—not any action or inaction on my part.

I requested to speak with a supervisor, understanding that David’s ability to help was limited. I was told a supervisor would not take the call. What an absolute horrible manager , Thethern, is to limit your employee, put him a avoidable situation and then to be a coward and not address me directly!The only alternative offered was a technician visit the following day—with a $100 service charge. I reluctantly accepted, despite the fact that this situation was caused entirely by Xfinity’s internal failure.

At this time, I have very little confidence that the issue will be resolved promptly. Our home thermostat relies on internet connectivity, and due to this outage, we are currently without heat.

Because Xfinity operates within a regulated industry, I will be filing formal complaints with both the FCC and the Arizona Attorney General’s Office. I will also inform members of my community about this experience, particularly as our community is considering a long-term service agreement with Xfinity.

Additionally, I am a long-standing customer with home internet, cable, mobile phone service (five lines), and business services. I will be moving all services to another provider as soon as possible.

I am disappointed that inaccurate reporting, lack of accountability, and inadequate escalation processes are being allowed to continue. My hope is that this complaint at least contributes to improved treatment of future customers.