Customer Response

Hello,

I'm requesting assistance from an official Xfinity employee regarding a service issue that has not been handled appropriately.

Service Order: #[Edited: "Personal Information"]

A tree limb damaged the Xfinity service line to my home, causing a complete loss of internet service.

A technician was scheduled for June 18, 2026, and I remained home throughout the scheduled appointment window. Unfortunately, no technician arrived, and I received no phone call, text message, or email explaining why. I later discovered that my service order had been closed, even though the repair had never been completed.

This is especially concerning because my internet connection supports the remote monitoring system for my pacemaker. While I understand that appointments sometimes need to be rescheduled, closing the work order without completing the repair or notifying me is unacceptable.

I am requesting assistance with the following:

• Review why Service Order #[Edited: "Personal Information"] was closed without completing the repair.

• Ensure my current appointment is escalated and prioritized.

• Request a full one-month billing credit due to the missed appointment, the continued loss of service, and the lack of communication.

• Place a note on my account indicating that my home contains internet-connected medical monitoring equipment so future service interruptions receive appropriate attention.

I would appreciate having someone from Xfinity Executive Customer Care or Technical Operations review this matter and contact me as soon as possible.

Thank you for your assistance.