Escalation Case Closed Without Contact – Ongoing Service & Customer Support Issues

I am extremely disappointed with how Xfinity has handled my ongoing service concerns and recent escalation request.

I have been a customer experiencing repeated internet outages and service interruptions. Although I have received billing credits, my primary concern has been getting reliable service and meaningful customer support.

During my recent calls, I was transferred between multiple representatives and departments while attempting to resolve these issues. Technical support advised that some outages were related to planned improvements and that service should improve going forward.

I was also offered a one-year plan at $334.77 per month with no contract. However, when speaking with another representative, they were unable to locate or verify that offer.

Because of these unresolved concerns and the frustrating customer service experience, I requested escalation. I was informed that an escalation ticket had been opened and that a specialist would contact me.

Instead, I received a notification indicating that my escalation case had been closed, despite never speaking with an escalation specialist or receiving the promised callback.

I am requesting:

An explanation of why my escalation case was closed without contacting me.

Reopening of my complaint and a direct callback from an appropriate escalation specialist, preferably Executive Customer Relations.

Written confirmation of the $334.77 monthly offer, including its terms.

Assurance that the recurring service interruptions have been properly addressed.

A review of the overall customer service experience and handling of my complaint.

I would appreciate a meaningful response from someone authorized to address these concerns rather than being transferred between departments again.

I have the escalation ticket number available and would be happy to provide it privately to an authorized Xfinity representative for further investigation.

Thank you.