Formal Complaint Regarding Xfinity NOW WiFi Pass Service Failure and Customer Support Mishandling

I am writing to formally complain about the extremely poor experience I have had with the Xfinity NOW WiFi Pass service and the complete failure of your customer support system to resolve the issue.

I purchased the Xfinity NOW WiFi Pass service on April 22, 2026. The account is linked to the email address [Edited: "Personal Information"] and phone number [Edited: "Personal Information"]. The pass is valid through May 22, 2026.

From April 22 through April 30, the service worked normally without any issue. I then left home for approximately two weeks and did not use the service between May 1 and May 16.

On the evening of May 16, after returning home, I discovered that the WiFi service suddenly became unusable on all Apple devices (iPhone/iPad/Mac). Interestingly, my Windows laptop could still connect successfully.

What makes the issue even more concerning is that the exact same Apple devices can successfully connect to the Xfinity WiFi hotspot downstairs in the same building, but once I return upstairs to my apartment, the devices become stuck in a “signing in” state indefinitely and never redirect to the login/authentication page.

From the evening of May 16 through May 17, I spent an exhausting amount of time attempting to obtain technical assistance through both Xfinity Assistant online chat support and multiple customer service phone numbers, including [Edited: "Personal Information"].

Unfortunately, the experience was unacceptable:

• Online agents repeatedly stated they had no authority to help and instructed me to call phone support.
• Phone support agents then redirected me back to online chat support.
• I was transferred between six different online representatives with no resolution.
• I spent over an hour on phone support without any meaningful troubleshooting or escalation.
• No representative appeared capable of investigating the hotspot configuration or backend authentication issue.

This circular support process completely wasted my weekend and caused significant frustration and exhaustion. The service system appears severely broken, with no ownership, no accountability, and no effective technical escalation path for customers facing real service issues.