Internet Outage of Over 4 Days

Hello,

I am posting here because I am on Day 4 of a total internet outage, I work from home, and my livelihood depends on this connection. I am getting a massive runaround from customer support, local technicians, and automated alerts, and I need an Official Employee to step in and confirm my account status.

Here is the exact timeline of events:

• June 30 (12:00 PM EST): Internet goes down. I called/chatted and was told to go to an Xfinity store to exchange my modem. I took time out of my work day to do this, hooked up the new modem, and it did absolutely nothing.

• July 1: A technician came out (20 minutes late). He tested the lines and informed me there is no signal at the tap. He mentioned he had been at my neighbor's house the day before for the exact same issue, and claimed a maintenance team was coming the next day to fix the node/tap.

• July 2: Still no internet. I received a call to confirm a follow-up tech appointment for Tuesday, July 7. Because I work from home, I politely asked if there was any way to get a sooner appointment. The agent hung up on me. I called back, got transferred to Client Services, and requested an automated callback for 7:00 AM on July 3.

• July 3 (Today): I never received the 7:00 AM callback. I drove back to the Xfinity store. They told me a ticket was submitted and maintenance might be out today or tomorrow, but they couldn't confirm because "no one can contact the maintenance team."

• The Contradictions: On my way home, I got an automated text claiming services were restored and asking if I wanted to cancel my appointment. I got home, tested it, and the internet is still dead. Shortly after, I received a phone call from an agent contradicting the text, stating that the entire building is actually down and teams are in the area.

• Latest Update: I spoke to another representative who managed to move my appointment up to Monday, July 6. They claimed this technician will check both inside and outside.

Given how many conflicting stories, dropped calls, and false "restored" texts I have received, I have zero faith in the automated system right now.

Can an Official Employee please reply to this thread, look at my actual account, and explicitly confirm that my July 6 appointment is locked in and will cover both inside/outside line work? I also want to make sure I am on the automated appointment waitlist for any weekend openings, and I need to request a substantial bill credit for these days of lost service.

Thank you.