Immediate Escalation Required: Internet Out Again While Awaiting Overdue Technician

I am requesting immediate escalation regarding ongoing internet and television service failures, a previously missed technician appointment, and Xfinity’s continued failure to provide reliable service.

Today is Thursday, August 6, 2026—the date of the replacement technician appointment I was forced to wait nearly a week to receive after Xfinity failed to show up for my original appointment on Friday, July 31.

I am still waiting for the technician, and my internet is out again this morning.

Both my son and I work from home and depend on reliable internet access to do our jobs. This situation has caused significant disruption, lost work time and extreme stress. I pay hundreds of dollars each month for Xfinity internet and television, yet I cannot depend on the service being available when I need it.

This morning, I was once again directed through an online chat and told to reset the modem. The modem has already been replaced, and repeated resets have not fixed the problem. The continuing outages strongly suggest that the underlying line, signal, connection or neighborhood equipment has not been properly investigated.

I have now spent hours communicating with Xfinity’s online support system without receiving a meaningful resolution. Each time I start a chat, the purported human agent appears to have the same name. When I question whether I am communicating with a bot, I am told that the agent is a real person. Regardless of whether these interactions are automated, they have repeatedly sent me through the same ineffective troubleshooting process instead of resolving the problem.

During these technical-support conversations, agents have also repeatedly attempted to sell me Xfinity Mobile. I specifically asked not to be upsold, yet the sales attempts continued. Adding a mobile line will not repair my home internet connection, and it is inappropriate to use an unresolved service failure as an opportunity to sell me another product.

I am requesting the following immediate action:

• Written confirmation that today’s technician appointment is still active, including the appointment window and technician status. And there will be no charge.
• Direct contact from a supervisor or escalation specialist today.
• A complete investigation of the outside line, signal levels, physical connections and any neighborhood equipment affecting my service—not another modem reset or replacement.
• A no-cost temporary internet solution until stable service is fully restored.
• Credits for every period in which my internet and television services have been unavailable or unreliable.
• A separate credit for the missed July 31 technician appointment.
• A substantial goodwill credit. I am requesting 12 months of internet service at no charge because of the repeated failures, missed appointment, lost work time and hours I have spent unsuccessfully attempting to obtain help. At minimum, I expect a significant account credit that reasonably reflects the extent of this disruption.
• Written confirmation that my account has been marked not to receive mobile-service or other sales solicitations during technical-support interactions.
• The ability to cancel all affected services without penalties if Xfinity cannot provide reliable service.

This is no longer an isolated outage or a routine troubleshooting matter. It is an ongoing failure to provide the service for which I am paying and a failure to follow through on scheduled support.

Please respond today with confirmation of the technician’s arrival, an escalation ticket number, the name of the person responsible for resolving this issue and the credits that will be applied to my account.

Account holder: Erin L
Service address: [Edited: "Personal Information"]
Xfinity account number: [Edited: "Personal Information"]
Best contact number: [Edited: "Personal Information"]
Original technician appointment: Friday, July 31, 2026, 
Replacement appointment: Thursday, August 6, 2026

Sincerely,

Erin L