Internet Service Accidentally Canceled by Agent — Instant On Community

Hi, I need help restoring my internet service after an Xfinity agent accidentally canceled it.

I recently moved into an Xfinity Instant On community with a pre-installed fiber gateway (X5001, EPON location). When I initially signed up, the agent told me that the system required a technician installation appointment, even though the apartment was listed as Instant On.

However, after moving in, I was able to activate the gateway myself through the Xfinity app. By the early morning of November 13, my internet was working properly, and I was able to browse the web without any issues. Later that morning (November 13), I contacted customer support to cancel the unnecessary technician appointment. Unfortunately, the agent ended up canceling my entire internet service as well, and I immediately lost my connection. The agent then created a new order and scheduled another technician appointment for Sunday, November 15, but I am now left without internet.

I also visited a local Xfinity Store on today. The representative told me that EPON locations require a technician visit and that they couldn't find any record of my previous internet connection or activation.

However, my concern is that I was genuinely able to activate the pre-installed gateway and use the internet earlier that same day, before the agent canceled my service. Could an official Xfinity representative please investigate what happened to my original activation and help restore my internet service using the existing device, ideally without requiring another technician visit?

I'd really appreciate your assistance. Thank you!