How to Reach Executive Relations Team...

I have spent four hours over the past three days trying to resolve a critical speed/near outage condition with my wife's Internet in Florida.  I am in North Carolina.  She's been having intermittent problems with generating and participating in Zoom calls for three months.  She finally called me in tears.  So... as Xfinity is clearly aware, it is NEARLY IMPOSSIBLE to figure out how to talk with a human.

Several modem power cycles - no joy.  Modem reset via automated phone system - no joy, receive a text asking if resolved, and hard-directed to the Assistant via text.  No callback, no other option.  My wife is the farthest thing from "technical".  So, not an option.

So I call in three days ago.  Spend an hour traversing the phone system and got to talk with a person (by means I cannot recall, nor replicate, but there is no clear option for this.  At all.). Power cycle the modem again - no joy.  24MB on a contracted 150MB account.  Remote reset of modem by the Xfinity human.  No joy - same speeds or slower.

Person schedules an appointment for the following day.  Which, my wife takes a sick day for to accommodate - window 15:00 to 17:00 Eastern.  At 16:45, she gets a text from Xfinity indicating the appointment was canceled.  No explanation, no recourse.

So, tonight I try to get to a human.  Have to unplug the modem again.  Have to go through the remote reset again.  Referred to the Assistant again.  Call and attempt to navigate the phone tree.  Get a human by some mystical means.


Guess what... unplug the modem again.  Remote reset of modem again.  Reprovisioning the modem again.  Same speeds.  And, the (generally helpful and courteous) human checks the case and finds no indication the appointment was canceled, and no notes on why.

So, new appointment set for tomorrow.  The agent initially confirmed for a window without getting any confirmation the timing would work.  It didn't.  Agent rescheduled the appointment for an acceptable time.  Wife gets text that the appointment is confirmed for the unacceptable time.  The agent confirms the appointment has been changed.  Wife gets an email for the unacceptable time.  Agent advises "Ignore it".  I ask for the correct confirmation.  System does not have a feature allowing the agent to do this.

OK, now I'm really pissed.  The appointment is set for tomorrow.  I ask for a customer service bill credit.  Even though this is costing my wife $700 in lost wages, I ask for a measly $100.  Agent offers $30 and puts me on hold for 20 minutes while contacting the "credit team", who eventually says "no joy".

More than pissed now.  But, I'm keeping my cool.  It's not the agent's fault, it's Xfinity's approach to (no) "customer service".  Ask to speak with a supervisor.  Wait 30 minutes to get one.  Unapologetic, impolite.  Unable to accommodate, with "I have to speak with the 'credits team'".  Wait for 10 minutes, mysteriously get transferred to THE BEGINNING OF THE PHONE TREE WITH A BOGUS STREET ADDRESS!

I wish I could say we've not been treated by Xfinity this way before.  It's common for me, and in looking around, common for most customers.

I had to talk with Executive Relations before, similar lack of attention, lack of customer service, lack of contractual delivery.  So, I'm headed there again.

Except... I can't find a way to DM as previous similar messages on the forum indicate.  Maybe I'm just an idiot.  But I'm a [Edited: "Language"] idiot who's out almost four hours on the phone, got disrespected this evening by the "supervisor", and then they intentionally transferred me to outer space to get rid of me.  And of course, no callback.

So... HOW DO YOU ESCALATE SOMETHING TO EXECUTIVE RELATIONS?  Tomorrow I'll call the Corporate Headquarters and ask, and fully expect to be ignored.

If you're an Xfinity employee and know how to do this, please advise.  If you're a Customer and have done this recently, please advise.

In 45 years of adult life and business, Xfinity is consistently the worst company/vendor I've ever dealt with.  And, it's been proven again.  And again.  And again.