Internet outages and support frustrations

On 3/9/25, we began experiencing intermittent internet outages out of the blue. I made a couple of calls to the assistant and went through some basic troubleshooting (modem restarts). Eventually it worked again (on its own). Over the next few days there were more issues, and as the temperature heated up in the area, the issues got much worse.

Eventually the internet was down for hours each day. I made an appointment for a technician to take a look at the problem. I knew it was mostly happening during the hottest hours of the day (when it reached ~80°, and higher) so I scheduled it for 3-5pm. The day of the appointment I had two people ask if they could move the appt forward to an earlier time. I explained why I thought the temperature and timing was affecting the issue, but they insisted they could help earlier in the day. I reluctantly agreed that they could come earlier.

After his initial review on 3/20, the technician (Justin [Edited: "Personal Information"]) said that the problem wasn't with my equipment or setup, and he replaced all of the wiring coming from the electric box up to the house and into the house/modem. He told me I wouldn't be charged for the visit because it was their issue. His tests showed that all looked good, of course it was too early in the day to see the issue we've been experiencing. He left ~2:30pm, and shortly after that the internet issues began to show up again (which is why I wanted them to come after 3pm in the first place, so they could actually witness it during the issue).

The problems continued to get worse, and I texted the technician a few times over the next few days, but was getting very little in the way of empathy or assistance. We were just sitting and waiting and getting frustrated since it was going on ~18 days at that point. I was going to cancel the service altogether but decided to call again to try and get things reviewed once more.

The next call (3/27) was going well, and the support person (Tameeka?) seemed empathetic. She said she’d look into getting an appointment set up for us and to get credit on my account for the many days of no internet service. She said that she would call me back within an hour or two. She never called back.

The next day, a $100 charge showed up on my account and I was emailed that I was being charged for the initial visit as an installation charge!? What? It was a troubleshooting appointment, and the service is still not working, but I'm being charged?! I was told there would be no charges for that visit!

I even have a text from Justin stating that: “I can say with confidence that the problem is not coming from in your home. It is much more likely outside in the network.” Why would I be charged for that visit?

Why is nobody following up to review the issue? Why had there been little to no communication? Why did the support person not call me back after promising that she would? Why is my internet still down in the afternoons after 3 weeks of this ongoing hell? Why aren’t we getting credit for all of the missed days/hours without internet? Why does nobody care that my lights and cameras no longer function during a good portion of the day? Why does nobody care that my daughter can't do her homework or take online tests that are required of her for school? Why doesn't anyone care that we can't watch tv (our main source of entertainment) for weeks now? Why doesn’t anybody at Comcast care about their customers who are having issues with their services?!?!

I am beyond livid at this point and have gotten nowhere with this company. They only seem to care about getting their money and not giving the quality services they are being paid to supply! They've trumped up charges on my account for no reason and we still don't have working internet!

My next steps will be to visit the BBB site and the FCC site. I need this resolved yesterday!