Nearly Two Weeks of Unresolved Severe Speed Drops and Multiple Missed Technician Visits

I am posting here because I have exhausted every other avenue I can reasonably take, and I am beyond frustrated with the service I have received from Xfinity over the last two weeks. I pay for 800 Mbps download speeds. Beginning on Wednesday, December 10, 2025, my downstream speeds suddenly collapsed to anywhere between 2 and 20 Mbps. In practical terms, this made my internet unusable for both personal use and work.

From that point onward, I have been caught in an absurd, circular loop with customer support. Simply trying to get routed to someone capable of troubleshooting the issue through the voice system was an ordeal. The first technician I finally reached insisted my modem was the problem (an Arris F185 5G that I own) and that I needed to replace it with an Xfinity-provided device. I reluctantly agreed and scheduled a Saturday appointment for December 13.

The very next day, another Xfinity technical support representative called me completely contradicting the first one—telling me that my modem was fine and I did not need a technician. Obviously, that turned out to be false because the speeds tanked again over the weekend. So I called yet again and set an appointment for Monday morning, December 15.

On Monday, I saw the Xfinity van outside. I waited inside—front door closed because I live in a freezing climate—and received a text minutes later that said: “Sorry we missed you!” No knock. No doorbell. No call. Nothing. When I called support after that, I was told with a straight face that “knocking on the door isn’t part of the procedure.” How a technician is expected to alert the homeowner of their arrival without knocking is beyond me.

I scheduled another appointment for Tuesday, December 16, from 1–3 PM. Once again, I stayed home from work specifically to accommodate this appointment. I monitored the front of my house constantly. No one knocked. No van that I ever saw. Nothing. When I called, I was informed the technician was supposedly there from 1:30–1:45 and left because I “didn’t respond.” Respond to what? Stare harder out the window? Sprint outside the moment I suspect a van might appear? I have never in my life dealt with a service provider that expects the customer to physically chase down a technician.

So I set yet another appointment for Friday morning, December 19, between 8–10 AM. And again, same story. I physically saw the van. I waited. Then watched it start up and drive away without a call, knock, or even a courtesy text. I yelled from the porch when I realized they were about to leave, but they were gone. Multiple representatives assured me they were placing notes for the technician to knock and call. A supervisor promised me this personally the night before. It did not happen.

When I called back after this latest failed visit, I was told the next earliest appointment was Monday, December 22. At this point, it has been nearly two full weeks of unusable internet, repeated misinformation, contradictory explanations, and zero accountability. I was placed on hold for 45 minutes when I requested a supervisor and eventually gave up.

I have been patient. I have followed the process. I have taken time off work. I have been forced to repeatedly reiterate the same issue. And in return, all I have received is scripted responses, broken promises, and no actual service or diagnosis of the problem.

I am now actively looking at alternative ISPs because Xfinity has left me without working service, without answers, and apparently without a technician capable of simply knocking on a door. I am posting here because I do not know what else to do. At this point, I want to know why my internet speeds have collapsed, what Xfinity is doing to fix it, and why I have been forced to endure multiple phantom “missed” appointments without a single attempt to actually make contact.

I expect an explanation and a real solution—not more excuses.