Formal Complaint Regarding Ongoing Internet Issues and Poor Customer Service

Dear Comcast/Xfinity Customer Relations,

I am writing to formally complain about the extremely poor experience I have had with Xfinity internet service and customer support over the past several months.

My internet service has been consistently slow, unstable, and intermittently disconnecting across multiple devices in my home. The WiFi signal also fails to properly reach the farther room and garage, despite the fact that I live in a brand-new single-story house where all wiring and cabling should already be in excellent condition.

Xfinity initially sent me a WiFi extender/pod because of the poor coverage issues. Within a few months, the extender stopped functioning and began making clicking noises whenever plugged in.

I contacted Xfinity multiple times through both phone calls and online chat support. After spending countless hours troubleshooting and repeating the same issue, I was told that the problem would be resolved by sending me a new XB10 modem. However, the modem that arrived was the exact same model I was already using, and the issue remained unresolved.

A technician was later sent to my home. After checking the wiring and connections, the technician informed me that everything looked fine and specifically advised that I needed an XB10 modem and a new pod/extender. I was instructed to visit my local Xfinity store to pick up the equipment and return the old modem.

I then drove to the Tracy Grant Line Xfinity store and waited approximately 30–40 minutes before being helped. Unfortunately, the associate assisting me was extremely rude, dismissive, and argumentative throughout the interaction. She incorrectly insisted that my home did not support the XB10 modem because it would require fiber optic service, despite the fact that your technician and support representatives had specifically instructed me to pick it up.

The same associate also attempted to charge me for the WiFi extender that Xfinity originally sent because of the poor signal issues. Only after asking her to review the account notes did she acknowledge that my home does support fiber and finally provide the XB10 modem.

After bringing the modem home, the internet appeared stable for barely over a week before the same intermittent connectivity issues returned yet again.

I also had to make another trip to the store and wait another 30–40 minutes simply to return the old modem.

Most recently, I contacted Xfinity support again regarding continuing service interruptions on all devices. The phone representative appeared uninterested, repeatedly relied on scripted responses, and informed me that another technician could be sent out — but that I will be charged for the visit.

I find this unacceptable considering this ongoing issue has never been properly resolved despite numerous support calls, chats, technician visits, equipment swaps, and hours of wasted time.

I currently have three phone lines and internet service with Xfinity, but I am now seriously considering moving all services to another provider because of the repeated failures in both technical support and customer service.

I respectfully request:

• A proper permanent resolution to my internet issues
• A review of the poor customer service experience at the Tracy Grant Line store
• Confirmation that I will not be charged additional technician fees for unresolved ongoing issues
• Appropriate compensation or account credit for the repeated inconvenience and service instability

I would appreciate a prompt response and escalation of this matter to someone who can actually resolve the issue.