08/03 - Evening - A line of severe storms rolled through. A tree branch fell on the cable running from the pole to my house, and sheared it in half. So the house now physically disconnected from the network.

08/04 - Morning - I call 1-800-xfinity and I'm herded by the automated system to text with an agent. I explain the situation, and the agent tells me a technician is scheduled to arrive the next day, 08/05, between 4pm - 6pm.

08/04 - Evening - I never received any kind of confirmation for the appointment. I again tried to call the 1-800 number and was, again, forced to chat with an agent over text. No appointment was ever made. They asked me to hold on for a minute while they investigated something, and they ghosted me. Too tired to deal with it, I go to bed.

08/05 - Morning - I chat with another person and they tell me there must have been a "glitch" with the appointment system. They say there are no available technicians until 08/08. At this point the xfinity app went haywire and stopped displaying messages. When it finally reconnected and/or started working again the agent had scheduled a technician appointment for the evening of 08/08, and left the session.

I am automatically connected with another agent shortly thereafter, so I asked if they could expedite the service date and time because, despite the apparent glitch, I was told 08/05. As a compromise they modified the appointment to be for today, 08/06.

Here's the problem. I received an email from xfinity about the work order this agent put in, and it says the following:

----

This can't be right. Shipping and handling of what? And professional installation of what? I requested a repair. The cable was ripped off the pole by a falling object.

I chatted with yet another agent in an attempt to rescind the order because:

1) A "new installation" package was never discussed with me. I asked for a repair, not a new service, with a new plan.

2) This "new installation" order modified my plan. The page that used to describe my plan now just says changes are pending, and modifications cannot be made.

3) I don't have cable TV, and don't want cable TV.

This agent claimed that I only have a technician appointment for 08/06, and nothing is scheduled for 08/08. With that, they ignored my request to remove the pending order from my account.

I'm tired of chatting with agents. Can a service representative please review what I've written, cross-check it with the chat logs, and fix whatever this person did?

Please implement protections to prevent agents from modifying customer's plans unless the user agrees to it. Asking for a repair after a storm has to be extremely common, right? Charging them for a new installation kit is ridiculous. My hardware wasn't damaged... the outdoor, above ground line was destroyed between the house and the pole.