Poor installation and follow up customer service response

Xfinity installed my internet service yesterday afternoon, with the technician completing the job around 2:00 PM. Shortly after the technician left, the connection began dropping intermittently throughout the workday, causing significant disruption to my work. By approximately 5:00 PM, the service failed completely.

I contacted customer service and spent roughly an hour with technical support running remote diagnostics. Tech support confirmed the issue could only be resolved with an on-site technician visit and transferred me to customer service to schedule one.

Over the following three hours, I was repeatedly transferred between representatives — described variously as the retention team, loyalty team, and technician scheduling team — each providing inconsistent and, in some cases, knowingly false information about when a technician would be available. On one such call, a supervisor identified as Joyce stated that a confirmation email with technician visit details would follow. That call ended when she suddenly hung up, and no confirmation email was ever received.

What I am requesting:

1. A confirmed technician appointment within the next 24 hours, with written confirmation (email or SMS) immediately following this request.

2. Written acknowledgment of the misinformation provided by multiple representatives during this process.

If this is not resolved promptly:

If this issue is not resolved within a reasonable timeframe today, I will request cancellation of service without any installation, equipment, or early termination charges, given that the service has not functioned as promised since installation. I am also prepared to escalate this matter externally to the FCC, Better Business Bureau, and New Jersey Division of Consumer Affairs if necessary.

I expect a prompt response with a specific resolution timeline.