Service Issues

I have had an issue since March 2022. Our internet went from 800mbps to 40mbps (5% of service). I pay $143/month for 800mbps. We have had several technicians come out, the technicians told us that it was an issue on their end at the local node. We have had hundreds of homes built in the last 2 years and the node services them all which has resulted in slower speeds. The techs told us the infrastructure needs to be updated but hasn't and there are no plans to right away. They have said that if we lower our plan, we will most likely get even slower speeds. So, I was told by the techs to talk with billing and sort something out. We tried using Comcast equipment, we tried buying top of the line equipment, nothing has fixed it. 

I called billing as I have in the past to sort it out, and they keep sending out techs to tell us the same thing. One of the technicians told us he uses Tmobile because Comcast isn't great in this area. The last technician didn't listen to us when we said that he can't route the line out through the backyard, didn't listen and ended up breaking our wall, the siding of the house, and our water line. Comcast then came to assess the damage and negotiated how much they would cover of the damages they caused. 

I was told that there was a promotion and one of the reps was going to switch my account for the gigabit for $80/mo, he was processing and said it would take a day to reflect. Nothing happened and the account stayed the same. 

In October, I told the representative that I want to solve the speed issue and that I am no longer going to pay for services that I am not receiving. They said they understood, they said they would get it escalated and get someone to call me back. No one did. I said that if it wasn't something they could solve that we can end our service e after 11 years so we could find a better service. The reps have said they would escalate and fix the issue. Well after multiple tickets being created, 35+ hours on the phone in the last two months. I have been told 7 times that a supervisor would call me back. No one has. I was told that my internet wouldn't be disconnected until the issue was solved, it was, and there is an outstanding bill of $400. Had someone called me back in October or even within 30 days to get it sorted or let us know they can't fix it, then we would be able to switch. We have been stuck in limbo trying to get and answer and the last representative I just got off the phone with said that every ticket that was created was closed because Comcast did not see the issue as valid and there was nothing anyone was going to do about it, so I should drive to my local Xfinity, pay the bill and cancel the service.