Formal Complaint and Request for Immediate Account Escalation

I am submitting a formal complaint regarding repeated service outages, failed equipment orders, inaccurate information, broken commitments, and the refusal of an Xfinity representative to escalate my concerns.

I work entirely from home as a software developer and depend on stable internet service to perform my job. The level of service and support I have received since July 12 has been unacceptable.

On July 12, I contacted Xfinity after experiencing a neighborhood service outage lasting approximately one week, followed by several additional days of disruption. An Xfinity representative told me that I needed an Xfinity WiFi extender to maintain continuous service. Although I found it unreasonable to pay more for reliability that should be included with my existing service, I agreed, and the representative stated that the equipment would be shipped.

By July 27, the equipment still had not arrived. When I contacted Xfinity, I was told that the original order had been entered incorrectly and had to be canceled. The representative said a replacement would be shipped on a priority basis.

I received the equipment on July 29 and activated the new gateway, but the WiFi extender would not activate. I spent approximately one hour on the phone with a representative attempting to resolve the issue. The representative stated that a correction had been made, that the remaining work would be completed within an hour, and that I would receive a text when it was finished. I received the text, but the extender still did not work.

I called Xfinity again, and another representative was also unable to activate the extender. I was then told that a technician could not visit until August 9—11 days later—even though the equipment was not functioning and another neighborhood outage was scheduled for July 30.

Because this delay was unacceptable, I requested that a replacement extender be priority shipped. The representative agreed. I completed the required acceptance checkboxes online and was assured that the shipping charge would be waived. I was told the equipment would arrive within a few days.

By August 1, the replacement had not arrived. When I called again, the representative told me there was no record of the promised priority shipment. Although I had completed the online acceptance process, the prior representative had apparently failed to complete the order on Xfinity’s end.

The August 1 representative then attempted to place another order and again assured me that the shipping fees would be waived. I completed the required checkboxes, but the representative stated that something had been processed incorrectly and asked me to complete them a second time.

I was initially told that the equipment would not arrive until Wednesday. After I asked to speak with a manager, the representative changed the expected delivery date to Monday. I then asked whether I could pick up the equipment locally. Only at that point was I told that local pickup was available. No previous representative had offered this obvious and much faster solution.

I elected to pick up the extender locally and successfully activated it myself.

During that same call, I repeatedly requested that my complaint be escalated to a supervisor or another level of management. The representative refused to connect me with anyone else and stated that they were the only person I could speak with. The representative promised that my concerns would be escalated internally and said I would receive an email confirming that this had been done. No confirmation email was ever sent.

On August 2, I received a text stating that additional Xfinity equipment was being shipped to me. This means that the representative failed to cancel the shipment after I chose local pickup. I will now be required to spend additional time returning equipment that should not have been sent.

This experience reflects a serious and repeated breakdown in Xfinity’s customer-service processes:

• My original equipment order was entered incorrectly.
• A promised priority replacement shipment was never completed.
• Representatives repeatedly promised actions that were not carried out.
• I received conflicting delivery information.
• A local pickup option was not offered until I specifically asked about it.
• My request to speak with a supervisor was refused.
• A promised escalation-confirmation email was never sent.
• A shipment was not canceled after I obtained the equipment locally.
• I have spent several hours contacting Xfinity and correcting problems created by Xfinity representatives.

I am requesting the following:

1. Immediate escalation of my account and complaint to a supervisor or executive customer-relations representative with the authority to address these failures.
2. Written confirmation that this complaint has been formally documented and escalated.
3. A review of the calls, orders, and representative notes associated with my account.
4. Confirmation that all shipping and equipment-related fees connected with these failed orders have been waived.
5. A meaningful account credit for additional service outages after the ones I was already compensated for, as well as the time I spent resolving Xfinity’s errors, and the repeated failure to provide the promised equipment and support.
6. Clear instructions for returning the unnecessary shipment without any charge or further inconvenience to me.
7. A written explanation of what corrective action will be taken to prevent similar failures.

This was not a single mistake. It was a series of preventable errors involving multiple representatives, combined with a refusal to provide meaningful escalation or accountability to someone who has been a customer over 20 years and requires reliable internet connectivity for their livelihood. I expect a prompt response from someone with the authority to resolve this matter.