Installation failure

This is an escalation regarding an extremely poor customer experience related to our pending Xfinity installation.

On January 20, 2026, we signed up for service through a local sales representative for the $50 Promo plan with the $200 gift card promotion and paid the $25 deposit. This agreement was confirmed and we were informed that a line would need to be run from the utility box in front of our home.

Due to several snowstorms, there were understandable delays. On February 16, we received an automated text message from Xfinity stating a technician would be coming within the next three days to complete underground utility work. And there was nothing for us too do but it was just to inform us. (The last agent I spoke with said it was a spam). Shortly afterward, our yard was marked with numerous utility flags in preparation for that work.

However, when I contacted chat support yesterday to check on the status of the installation, I was told that our account had been canceled on February 22. We did not cancel the account, and no one has been able to explain who canceled it or why.

I then spent 2.5 hours on chat support yesterday, where I was assured that the account had been reinstated under the original January 20 agreement and that a priority technician appointment was scheduled for this morning.

No technician arrived and there was no communication.

Today I spent another hour in chat, only to be told the account was still closed and no technician had been scheduled. When I requested to escalate to a manager, the chat session was disconnected.

This situation is unacceptable. Xfinity initiated installation in our neighborhood, we entered into a signed service agreement, paid the required deposit, and have now spent hours attempting to resolve an issue caused by Xfinity internally canceling our account without authorization.