Request for Service Charge Waiver Due to Ongoing Connectivity Issues

Dear Xfinity Support,

I hope this message finds you well. I’m reaching out to report persistent internet connectivity issues that began this early 2025. I signed up for Xfinity service in late 2023 and initially had no issues — the connection was stable and met my needs. However, since the beginning of this year, the service has noticeably degraded.

The problems appear to have started after a firmware update to the Xfinity Gateway, likely related to WiFi 6. Since then:

Older devices in my home have had ongoing difficulty connecting to the network

Even newer computers experience lag, stuttering, and dropped connections

Overall reliability of the internet connection has been inconsistent

As a result, I’ve had to rely on my mobile data plan for basic connectivity on some devices, which is not a sustainable or acceptable long-term solution given that I’m paying for a home internet service.

I’ve attempted to contact support multiple times through your chat system, but I’ve consistently been funneled into conversations with the automated AI agent, without a clear path to escalate or schedule a technician. Even trying to book a service appointment via the bot has not gone through. I ask that you please verify this through my support chat history, as I have made repeated good-faith efforts to resolve this.

Given the ongoing nature of the issue and the impact it has had on my ability to use the service I’m paying for, I respectfully request that my service charges be waived or credited until this matter is resolved. I value being a customer, but I also expect a level of service that matches what I was sold when I signed up.

I appreciate your time and attention to this matter, and I’m happy to work with your technical team if additional steps are needed to address the root of the problem.

Sincerely,

Christian