Escalation Needed – Internet Still Not Activated

I am writing to formally escalate an ongoing issue with my new Xfinity Internet service. I started the process in person at an Xfinity store on August 15, and nearly two weeks later, my Internet service still has not been activated.

Below is a summary of what has happened:

• On August 15, I visited an Xfinity store and signed up for Internet service along with mobile service.
• After I was unable to activate the Internet service myself, a technician visit was scheduled.
• During the first visit, the technician indicated that the service could be activated, but he could not access the building’s telecom/equipment room.
• A second technician visit was then scheduled. After that visit, I was told that another appointment was necessary because the technician did not have all of the tools/equipment needed to complete the work.
• The next appointment was then canceled. After that, I had to go through multiple rounds of communication with customer service because appointments were canceled or moved to different times without properly notifying me.
• Before what was supposed to be the third technician visit, I received a phone call telling me that Xfinity was doing some type of work involving several nearby buildings, that the issue could take several weeks to resolve, and that I should switch to another Internet provider.

At this point, I still do not know what the actual problem is. The explanations I have received from different Xfinity representatives and technicians have been inconsistent. The first technician suggested that the issue was access to the building’s equipment room, while I was later told that tools were missing, and now I am being told that there is a larger infrastructure issue affecting multiple buildings.

This situation has caused significant inconvenience and cost. I have now been without home Internet for nearly two weeks. Because my home Internet could not be activated, I also signed up for Xfinity WiFi service and have incurred additional charges. I have spent a substantial amount of time arranging technician visits, dealing with canceled or rescheduled appointments, and repeatedly contacting customer service, without receiving either a clear explanation or a resolution.

In addition, I signed up for Xfinity Mobile together with my Internet service. If Xfinity is now telling me that I need to switch Internet providers, this potentially affects the other services I opened at the same time and creates additional disruption and cost for me.

Before I make any decision to switch providers, I would like Xfinity to investigate this case and provide a clear answer regarding the following:

1. What specifically is preventing Internet service from being activated at my unit?
2. What did each technician record in the notes from the previous visits?
3. Does activation require access to my building’s telecom/MDF/equipment room?
4. Is there actually an active construction, infrastructure, or serviceability issue affecting my building or nearby buildings?
5. If such an issue exists, what is the associated ticket or work-order number, and what is the estimated completion date?
6. Is my address currently considered serviceable by Xfinity?
7. Why were my technician appointments repeatedly canceled or rescheduled without proper notice?
8. What adjustments or credits can Xfinity provide for the charges and inconvenience caused by nearly two weeks without activated Internet service?

I would appreciate having this case reviewed by someone who can examine the technician notes, appointment history, and any construction or serviceability records associated with my address. At this point, I am not looking for another routine technician appointment without first understanding what the actual underlying issue is.

Thank you for your assistance. I look forward to a clear explanation and resolution.