Formal Complaint: Unauthorized Service Disruption and Security Compromise - Account Ending in [Edited]

Hi team,

I am writing to formally address a series of significant service failures regarding my new construction installation in Massachusetts (Account ending in [Edited: "Personal Information"]).

The initial installation process spanned 10 days (April 7–17) due to multiple coordination errors on Xfinity’s part. While the service was finally established on April 17, it was short-lived. On April 19, a technician arrived at my property without an appointment or prior notice and performed an unauthorized cable cut to replace the line.

Because I was out of state for the week, I was unable to provide interior access to restore the connection. This unannounced disruption was a major security liability; although my security system has cellular backup, the loss of Wi-Fi disabled my ability to remotely monitor the premises and manage access for my pet sitter. Despite multiple attempts to resolve this via chat support, I was met with repeated communication breakdowns. I finally restored my own service by plugging the new cable into my modem upon returning home on April 25.

As a senior professional who works from home, I rely on premium high-speed connectivity for both professional reliability and home safety. Furthermore, I have been evaluating a move from AT&T to Xfinity Mobile, but this experience has significantly damaged my confidence in your service coordination.

My goal was to send this message via email but I cannot find any support email addresses online. I am hoping someone here can reply to me and via DM or email we can review and discuss resolution.

Thank you in advance for your help.