Request for Resolution: Inaccurate Appointment Information, Support Barriers, and Non‑Functional Ethernet Port

 am submitting a formal complaint regarding the service issues and support obstacles I experienced between February 26 and March 1, 2026. My primary concern is that the Ethernet port in my office does not have an active internet connection, and despite multiple attempts to resolve this through Xfinity’s automated system and live agents, the issue remains unresolved.
1. Inability to Access Proper Support Due to Automated Assistant Loops
On multiple occasions, the automated assistant prevented me from reaching a live representative unless I repeated troubleshooting steps I had already completed. The transcript shows repeated cycles of identical prompts, even after I clearly stated the issue and requested a representative. This created unnecessary delays and made it extremely difficult to get help for a problem that cannot be resolved through basic modem troubleshooting.
2. Technician Appointment Was Confirmed, Then Not Scheduled
On February 27, an agent confirmed a technician appointment for March 1 between 10 AM and 12 PM. This was documented in the chat:

However, on March 1, the automated assistant stated that no appointment existed. This contradiction caused further delays and required me to restart the support process from the beginning.
3. Repeated Transfers and No Resolution
After finally reaching live agents, I was transferred multiple times between departments. Agents acknowledged the issue but were unable to schedule a technician due to internal system errors. I was eventually told to contact a separate “bulk department” myself, despite having already spent significant time (over 2 hours chatting) attempting to resolve this through Xfinity’s channels.
4. Core Issue: Non‑Functional Ethernet Port in My Office
Throughout these interactions, my actual service need remained unaddressed. I require the Ethernet port in my office to be active and providing a working internet connection. This is not something I can fix through modem restarts or WiFi troubleshooting. It requires a technician to verify the wiring and activate the port.

Requested Resolution
I am requesting the following:
1.  A technician appointment to activate and verify the Ethernet port in my office, without requiring me to repeat automated troubleshooting steps.
2.  A review of the miscommunication regarding the March 1 appointment and why it was confirmed in writing but not actually scheduled.
3.  An account credit for the time lost and the service disruption caused by these issues.
4.  Documentation on my account so future support interactions do not repeat this cycle.
Thank you for your attention to this matter. I look forward to a clear and timely resolution.
Sincerely,
SH
Account ending in 6166