Formal Complaint – Unresolved Service Issue and Sales Pressure

Dear Xfinity Customer Service,

I am beyond frustrated with the level of service I have been receiving. It should not take endless waiting on chat or phone just to speak with someone, and when I finally do connect, the conversation repeatedly shifts toward upselling instead of resolving the actual issue I called about. You have known about my connection problem for over a month, and the agreed router replacement was never processed simply because the promotional portion of the call was not completed. You even attempted to call back to finish the upsell rather than resolve the issue, and due to the same unstable connection I am reporting, those calls failed — and my problem remains unresolved. I remain an Xfinity customer not by choice, but because there are no viable competitors in my area, and the moment that changes, I will seriously reconsider staying. I will be very clear: if any customer service agent attempts to upsell me again before resolving my existing issue and sending the replacement router, I will treat that as final and will move to another carrier, even if it costs me more money.