Nearly 20-Year Customer Seeking Executive-Level Review

I am a nearly 20-year Comcast/Xfinity customer seeking assistance from an Official Xfinity Employee who can escalate a serious customer-service and account issue beyond normal frontline support. The technical issue is now resolved, but the way this situation was handled is not.

On July 31, I selected an online upgrade for my very old TV boxes, expecting updated equipment. Xfinity instead sent IP/streaming boxes. I never connected or activated them and planned to return them after a trip.

When I returned on August 7, my existing coaxial boxes no longer worked. After approximately 3–4 hours with technical support, I learned that my account had apparently been converted to IP-only service, even though the new streaming boxes had never been activated.

I repeatedly expressed concern about putting multiple TVs on Wi-Fi instead of using coax. A supervisor assured me the streaming boxes would be reliable and went as far as guaranteeing I would not experience the connection problems I was concerned about. Based on those assurances, I activated the streaming equipment and returned my old coaxial boxes. Unfortunately, the exact connection problem I had raised eventually occurred.

On August 22, after additional troubleshooting with multiple technicians and supervisors, Xfinity could not resolve the streaming-box connection issues. I was instructed to visit an Xfinity Store the following day for updated coaxial boxes and was told it would be a simple swap.

On August 23, I went to the store with my five-year-old daughter expecting a short visit. Instead, the store could not add the replacement boxes to my account. I ultimately spent more than two hours there and had a 2-hour-and-46-minute call with Xfinity support. At one point, I had to hand my personal cellphone to the Xfinity Store employee so the store and telephone support could communicate directly and correct the account.

Across this situation, I have spent more than 12 hours trying to resolve what began as a routine equipment upgrade.

On August 24, I made one final attempt through normal customer service. After explaining the entire situation to a supervisor, the resolution offered was a $30 account credit.

My concern goes beyond a malfunctioning box. What troubles me most is that no one appeared capable of owning the issue from beginning to end. Each interaction seemed to start over, and at one point I became the connection between two parts of Xfinity, when I gave my personal phone to store employee and their own technical line to talk to each other.

I currently pay approximately $288 per month and have been a Comcast customer for nearly 20 years.

I am requesting a one-time goodwill credit equivalent to approximately three months of service, or $865, separate from any future loyalty discount.

More importantly, I would like this situation reviewed by someone at the corporate or Executive Customer Relations level, including the account conversions on August 7 (supervisor assurances), August 22nd (wireless connection issues that couldn't resolved and the store swap discussion), August 23rd (the 3-hour store swap that was supposed to be a quick visit, and store team speaking to the tech team), and the repeated failures to correct or be accountable for the issue.

I have a detailed written chronology available and can provide my account information privately.

Can an Official Xfinity Employee please help escalate this appropriately?