Connectivity problems for months

I’m writing to formally request a full investigation and resolution to a persistent internet issue that has been ongoing since mid-September 2025.

This began when my apartment complex entered a partnership with Xfinity, making it the only internet provider available to residents. A team accompanied by apartment staff installed brand-new equipment around September 15th, 2025. From day one, I experienced multiple issues.

I was told everything would remain the same, but my speeds dropped from 2.1 Gbps to 1.3 Gbps immediately. I paid for an upgrade, but it never reflected on my account due to a provisioning error. Despite spending over an hour on the phone, the issue remained unresolved.

Soon after, my internet began randomly shutting off for minutes or even hours at a time. I contacted support again and was told my equipment needed replacement. The replacement was completed, yet the same problems persisted. I began recording proof of these disconnections to support my claims.

When the connection completely failed, I spent over three hours on the phone with support, only to be disconnected without resolution. I called again and requested a senior technician. The technician spent less than five minutes in my apartment, admitted he wasn’t familiar with the new equipment, and advised me to contact support myself. I was then charged $100 for that visit, despite being told it would be free, and the issue was still not fixed.

After escalating the issue, I was told the lines leading into my apartment likely needed to be replaced due to signal loss and high packet loss. However, instead of addressing that, another technician simply swapped my modem again. That new device became extremely hot to the touch and disconnected even more frequently. My packet loss has reached as high as 54%.

This issue has now persisted for nearly two months, through multiple technician visits, hours on the phone, and repeated troubleshooting. I work from home in private healthcare, and this ongoing instability is affecting my ability to perform my job. My younger siblings also cannot use their consoles due to the poor connection.

Most recently, a technician came for a courtesy visit and told me I needed approval from my apartment management before anything could be fixed. I immediately went to the office, and they stated that no approval was required and that the technician should have been able to resolve the issue on-site.

At this point, I’m paying for internet that barely functions, and I’m contractually unable to separate my internet from my rent due to the property’s agreement with Xfinity. I’m asking for this matter to be investigated and resolved as soon as possible. The repeated service failures, misinformation, and billing error ($100 charge for an unproductive visit) are unacceptable.