Multiple Service Issues

I’m reaching out regarding a series of issues I’ve experienced with my Xfinity internet service over the past few weeks. What should have been a straightforward setup and address transfer has resulted in multiple store visits, repeated equipment issues, account problems, and a significant amount of time spent trying to get everything resolved.

When I initially moved to Revere, MA, I signed up for Xfinity internet service and was supposed to receive the necessary equipment. However, the router that was delivered was missing/stolen before I could receive it, so I had to visit an Xfinity store to obtain a replacement.

During that visit, I also asked for the missing/stolen router to be removed from my account so that I would not be charged for equipment I never received. I was informed that it could not be removed immediately and that I would need to wait for some time for it to be processed. This also meant having to monitor the account to make sure I was not incorrectly charged for that router.

After bringing the replacement router home, I was unable to complete the setup because a required cable had not been provided. This meant another trip to the Xfinity store. During one of these visits, I also had to wait nearly an hour before being assisted. Once I received the missing cable, I was finally able to set up the service successfully.

A few days later, I moved to another apartment and needed to transfer my service to the new address. I visited the Xfinity store again to have the address changed and was provided with another router. I was instructed to activate the new router and return the previous one, which I did.

However, when I checked my Xfinity account a few days later, I discovered that instead of simply transferring my service, the accounts had been closed. I then had to contact Xfinity again and spend additional time on the phone trying to understand what had happened.

A new account has now been created and the correct new address appears on the account, but there is currently no device associated with that address. So, despite all of these store visits, equipment exchanges, calls, and troubleshooting, the account and service setup still do not appear to be properly resolved.

Over the past few weeks, I have had to repeatedly visit the Xfinity store and contact customer support because of issues that were largely outside of my control, including missing equipment, a missing cable, equipment/account removal delays, incorrect account handling, and problems transferring my service.

I understand that individual mistakes can happen, but the number of issues and the amount of time spent resolving them has caused considerable inconvenience. I would therefore appreciate it if Xfinity could:

1. Review my account and ensure that my current address, service, and equipment are correctly linked and fully active.

2. Confirm that all previous accounts and equipment, including the initially missing/stolen router, have been properly removed, closed, or returned so that I am not incorrectly charged.

3. Review the inconvenience and service disruption I have experienced and provide an appropriate account credit or other compensation.

I would appreciate a prompt resolution and written confirmation once everything has been corrected.

Thank you,

Maharshi