How to file a complaint that will actually matter to someone at Xfinity?

I am writing to express my extreme dissatisfaction with the handling of a service outage that began on January 20, 2025, and the subsequent failures in customer support and resolution.  I work from home and that means, I use the internet for my computer, phone, printer and I pay Xfinity to watch TV.

January 20, 2025 Day of the Incident:
At approximately 8:30 a.m., a company moving a modular home struck a power line in front of my home, which also brought down the internet line. I immediately contacted Xfinity and was informed via an automated message that your team was aware of the issue and would repair it once "safe."

Later, I received text updates indicating the repair had been completed. However, my service remained non-functional. After hours of navigating your frustrating automated system, I finally spoke to a representative who assured me someone would be dispatched that same day. Despite her promises, no technician arrived, and I was later informed that no one could come until January 22, 2025.

I made several calls from after 1 p.m. – after 3 p.m. with no resolution.

January 21, 2025:
Today, I began calling again at 8:00 a.m. and finally spoke to a representative who scheduled an appointment for 1:00 p.m. to 3:00 p.m. I heard nothing by 1:00 p.m. and once again struggled with your automated system to get an update.

At 2:57 p.m., I called to check the status and was told no one would be coming today because "I didn’t answer the phone call." I never received this supposed call, and I called back every number listed in my call history between 1:00 p.m. and 3:00 p.m. with an Xfinity representative on the line to prove my point. We were disconnected during this conversation.

I called back and spoke to another representative, who informed me that nothing could be done to get someone out today. He placed me on the schedule for tomorrow, credited my account, and escalated my concern to a supervisor. However, it has now been over 30 minutes, and I have not received any contact from a supervisor.

• This outage was not caused by me: The issue was caused by a third party. Your repair team, which was seen working on the issue at a neighboring property, should have ensured the entire problem was resolved before leaving the area.
• Repeated delays: I have now been without service for two days, despite being promised assistance multiple times.
• Poor communication: The claim that I missed a call is false, as verified by checking my call history during the scheduled window.
• Lack of resolution: After 19 years as a loyal customer, I am appalled by the poor service and lack of urgency shown in addressing this issue.

There needs to be immediate resolution of this service outage.  Compensation for three days of lost service and income, given I work from home and rely on your service to meet critical deadlines. A formal explanation of why my case was handled so poorly and assurances this will not happen again.

Xfinity needs improved customer support processes, including better accountability for missed appointments and escalation procedures.

This situation is unacceptable and has caused significant inconvenience and financial loss. I expect a prompt response and resolution to this matter within 48 hours. Failure to resolve this issue may force me to escalate the matter further, including filing complaints with regulatory authorities or considering alternative service providers.

Thank you for your immediate attention to this matter.