Service outage

[Edited: "Personal Information"]

To Whom It May Concern,

I am writing to formally express my disappointment and frustration with the ongoing outage of my Xfinity internet, cable, and phone services, which began on Christmas Eve and has continued through today. Experiencing a complete loss of essential services during a major holiday is unacceptable and demonstrates a serious lack of consideration for your customers.

This outage caused a significant hardship for my entire family. During the holiday, we were unable to access the internet to communicate with loved ones, make holiday video calls, or even receive important updates. The phone outage further compounded the issue, leaving us without reliable means of communication during a time when staying connected is especially important.

Additionally, we missed all holiday programming, including football, basketball, entertainment, and news, which are a major reason we subscribe to Xfinity in the first place—particularly the offerings promoted through the Clarion area lineup. These services are not luxuries; they are what we pay for and expect to receive consistently.

What is most disappointing is the lack of urgency and accountability during this extended outage. A disruption of this length—especially over Christmas—reflects poorly on Xfinity’s commitment to customer care and reliability.

Due to this experience and the inconvenience caused, I am now seriously considering switching to Optimum, which offers faster fiber-optic internet and more affordable service packages. Reliability and value are critical, and this outage has caused me to question whether Xfinity can meet those expectations.

I expect a prompt response, a clear explanation of the outage, and appropriate compensation for the extended loss of service. I also hope Xfinity takes steps to ensure customers are not subjected to this level of disruption during critical times in the future.

Sincerely,

[Edited: "Personal Information"]