Poor customer support and customer experience

Hello Xfinity team,

I want to write and let you know my frustration and disappointment with this past months events and lack of customer service.

Timeline of events:

• Customer for 10+ years 2012-2025
• Moved into new house Oct 1
• Called sales to set up new service, asked for a deferred shipment to my new house for when we actually moved in
• • I got a shipping notification the next day, I called to have this changed, the agent then tried to change it and swap to customer pick up at your store
  • The deferred shipment did not happen, equipment was shipped right away to the house with the old owners still living there
• We moved in and I went to set up the equipment, it wouldn’t work as the agents had changed my account to customer supplies own equipment even though I had yours in hand that you shipped
• Spent time on the phone to resolve that and activate the modem and cable box
• Now my bill is not what was originally signed up for when I first called, I would like the $168 bill a month I signed up for
• Once getting the equipment set up our service was not good, very slow and instable wifi and TV freezing repeatedly
• Your team reached out as they could see we were getting really poor service
• A tech came out early Oct and attempted to fix it, service did not get any better and we were charged for the visit
• Yesterday I finally carved out time to call and address all of this on Nov 4th
• • Took over 2 hours to get ahold an actual person and I only was able to through calling the sales line
  • This is completely unacceptable that from the AI agent you can’t get to an actual person, beyond frustrating and poor customer service
  • Finally through multiple hand offs I was able to get schedule an appointment for more help this Saturday and get a credit for the first visit
  • Then I start getting calls from the advanced tech team and they magically improve our internet and service, while I am grateful for this, why did it take all this calling and complaining from me to get help? Your agents all said they could see we weren’t getting good service already

Asks:

• Explanation of why all the sudden they started fixing our account after a month when Xfinity teams could see poor service the whole time?
• Phone number to call when help is needed, not get stuck in a vicious circle with AI agent
• Honor the $168 bill per month I originally signed up for

Thank you,

Jaidon