INTERNET

I am extremely dissatisfied and disappointed with the recent experience I’ve had with Xfinity. Yesterday, at around 8:00 PM, there was a brief power outage in my area. Power was restored within five minutes, but my internet connection did not come back. I immediately reached out to Xfinity to report the issue, only to be informed that my modem was “too outdated” for the current service and that I would need to upgrade it in order to regain connectivity.

This response left me confused and frustrated. Was the power outage used as a trigger to disconnect my service? Did the power interruption somehow invalidate my modem? More importantly, why was I not given any prior notification or warning that my equipment was no longer compatible? I have been a loyal Xfinity customer since 2022, and I find it unacceptable to be blindsided in this manner.

During the call, I clearly stated that I work from home on weekends and that uninterrupted internet service is critical for my job. Despite this, I was scheduled for a technician visit today at 2:00 PM. Unfortunately, that appointment was canceled without any explanation or follow-up communication. I have now gone for hours without service, jeopardizing my professional responsibilities and putting my job at risk.

This situation feels not only negligent but also deeply unfair. I cannot help but question whether I am being treated this way because I’ve remained a loyal customer without exploring other providers, or because I always pay my bills on time without issue. Is this the treatment reserved for longstanding customers?

I am demanding a clear explanation by no later than 4:00 PM today. I would like answers to the following: why was my modem suddenly deemed incompatible, why was I not notified in advance, why was my technician appointment canceled, and what immediate steps will be taken to resolve this issue.

At this point, I am actively considering switching to a provider that values customer service, transparency, and reliability. The outcome of this situation will determine whether I continue my relationship with Xfinity.