INTERNET

I am writing regarding the internet service at [Edited: "Personal Information"]. My parents had been loyal Comcast/Xfinity customers at this address since 1997. Following my father’s death in August 2025 and my mother’s placement in memory care due to Alzheimer’s, ownership of the property transferred to me.

When I attempted to establish service in my name, an Xfinity representative advised me that I was not responsible for my parents’ outstanding balance and should open a new account. I followed those instructions, returned all their equipment, and attempted to obtain an internet-only account for the property. Internet service is essential because it supports the home’s security cameras while I am in California.

During my short visit to Massachusetts, I made three trips to Xfinity stores in Leominster and Nashua and spent approximately 3 hours on the phone with customer service. Out of frustration—and simply to get service activated—I ultimately paid approximately $500 toward my parents’ balance, even though it was not my debt. I also offered to prepay my new service, but the account continued to be delayed over an alleged fraud concern.

The Nashua store finally activated a modem on Saturday, September 26. It worked through Sunday and then stopped working Monday evening. I have since returned to California, the security system remains offline, and I must now arrange for someone else to meet a technician at the property.

I understand that complications happen, but this experience has been unreasonable. I respectfully request:

• Prompt restoration of reliable internet service;
• No billing for any period during which the service is unavailable;
• A review of the approximately $500 payment I made solely to overcome the account issue; and
• An appropriate service credit or goodwill adjustment for the repeated store visits, lengthy calls, and inconvenience.

I wanted to continue a nearly 30-year relationship with Xfinity at this property. I would appreciate having one representative take ownership of this matter and provide a clear path to resolution.

Thank you for your attention. I look forward to your response.