Internet Customer Support fails again

I am filing a complaint regarding Xfinity technical support causing and prolonging an internet outage.

I spent approximately four hours with Xfinity support. Representatives repeatedly instructed me to place the equipment in bridge mode, which caused my network/Wi-Fi to disappear and become unusable.

After the problem continued, I specifically requested escalation to Tier 2 / advanced technical support multiple times. My requests were denied or ignored, and I was repeatedly told the current representatives would handle it.

I also specifically requested that bridge mode be removed/restored to normal router mode because the issue began after their changes. Representatives refused and insisted they knew what they were doing, despite the fact that my network still did not appear and service remained disrupted.

I was disconnected/hung up on twice during the process.

This resulted in many hours of wasted time, continued loss of service, poor customer support, and failure to reasonably escalate or reverse harmful configuration changes.

I received a call from the escalations department but missed it and promptly responded via email and phone two days ago and guess what? No call has been returned from the escalations team. It’s frustrating and ridiculous. 

I am requesting immediate restoration of service, review of the support interaction, management follow-up, and billing credit/compensation for the outage and time lost.