Scheduled Tech visit No Show for multiple times

It all started with unstable internet speed and occasional drop. 2 Xfinity technician contractors came visited, and ultimately found inbound signal ingression on the communication pole. The contractor tech stated that any work on the pole will have to be completed by a senior tech from Xfinity, so he filed a RTM for me. This is where the nightmare started.

Initially, I was told the senior tech will visit without notice, but definitely within 2 weeks. So I waited for 2 weeks. No one ever came, the problem persisted. I called, the call agent escalated my case to high priority, and gave me an appointment time on July 25. On the 25th, someone called, ask if I have appointment, and what is the problem. But no one came work on the issue. After checking with the call center agent, the work is marked as COMPLETED. But in fact, nothing had been done. 

So giving the benefit of doubt, maybe the tech had a bad day, I scheduled on the 27th, today, at 8 am. I sat right in front of the house at 730, waiting for the tech to come.

- Xfinity send me text saying tech is on its way, great!

- Xfinity send me text saying the tech is here, I don't see no one!

- Xfinity send me text saying we missed you for the appointment, now the appointment is cancelled!

I was sitting right in front of the house! No one was here! 

I just got a reschedule to this afternoon at 1-3pm. I really don't have much faith on a Xfinity tech will show up. We pay to have gigabit internet, and most of the time we are getting below 200mbps, and the gateway error codeword statistics keeps on growing like a rocket. Can't complete a video conference without multiple freezes. I just want to know if Xfinity actually care??

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Update: 

I was surprised that 2 people came out to the job. But they are no where near senior level, at least not for this job. Maybe Xfinity don't care enough to send in the capable ones. 

So 2 guys arrived on time, at lease this is improvement than no show. The first question they ask is what is the problem. That tells me they didn't review the RTM at all, or was never given the RTM. Bravo!

As I told them, that the last field supervisor visit determined the problem is in the feed signal, which has ingression. The first thing they said is there is no field supervisor - ironically, towards the end, he called a field supervisor. Despite that they proceed to check the signal. And the plot they got is exactly the same as the previous field supervisor visit - spikes all over the place. But instead of looking into the spikes, this pair decided that the spikes are normal - contradicting the previous findings.

Then this pair decided to do speed test, and found the speed all over the place, from 100mbps - 600mbps, while our subscription is 1gig. So they decided to swap out the modem, which I replaced a few weeks ago in my own debugging process.  After the gateway swap, the speed test showed 1gig on his phone for a few times, but still fluctuates from 100 - 700 on my hardwired laptop and my cellphone. They say the there is no problem, the fluctuation is normal as the internet speed is "up to 1 gig".

At this time I logged into the gateway, and pull up the statistics about error codewords. The correctable and uncorrectable codewords are growing in front of their eyes. And this pair asked me where do I get this number from and the website is not real - I find this very entertaining, but if I have to train your xfinity technician to log into 10.0.0.1 to see gateway statistics, your HR should be fired. Anyways, they insisted the statistics is not showing anything wrong - while it is showing exactly what is wrong - go look for the cause of the spikes - ON THE COMMUNICATION POLE!!! 

It is exactly at this moment, he said, I need to talk to the field supervisor - which he said never existed. Whatever they are talking about I don't understand fully, they speak Arabic, but sounds like they are yelling at each other. Afterwards, I asked to talk to the field supervisor, this tech said, supervisor is too busy to talk to you, but he will schedule someone else to come help. I believe he is lying now just to get out of this job and go onto the next one. He said he can't fix the problem and he will not get paid. Welp, Brian, I know you are watching this thread, please make sure he does not get paid because he didn't do a good job and this RTM is NOT RESOLVED!

At the end, we agree to disagree, he said the internet is good, and we suffer the instability. So he left happily, and I am here writing this update.

BTW, I thought this job was supposed to be handled by a Xfinity employed technician instead of a contractor. So I asked this guy, he said the Xfinity contractors (himself) are better than the Xfinity's own technician. I will let you be the judge.