Subject: Serious Account & Service Issues Following Equipment Upgrade and Apple Watch Setup

Subject: Serious Account & Service Issues Following Equipment Upgrade and Apple Watch Setup

Dear Comcast,

On June 28, 2025, I visited the Xfinity store in Deer Park, IL, after going online to explore better pricing for my home internet and mobile phone services. I had recently changed my plan to save $33 per month and was instructed via email to exchange my existing router for a new one.

At the store, I was greeted warmly. The agent informed me that my current router was still excellent but offered to upgrade it regardless. After linking the new router to my account, I was preparing to leave when another employee—possibly the store manager—noted that, as a long-time customer, I qualified for a special promotion: two Apple Watches, with only the taxes to be paid.

I agreed to the offer, and the team attempted to link the watches to the two iPhones on my account (my account includes both myself and my wife). That’s when the problems began.

They were unable to connect my wife's watch to her phone and explained that each Apple Watch must be tied to a separate Xfinity Mobile account. After waiting over an hour for them to sort things out, I had to leave. The staff assured me everything would be ready within the hour and that setup at home would be simple.

However, it wasn’t. After waiting nearly 24 hours, I attempted to pair my wife’s Apple Watch, but ran into continued issues. Later, during a trip to visit family, my wife called to inform me she was no longer receiving emails. That’s when things took a serious turn.

I contacted Comcast and spoke with three different technical agents over the course of three hours. I eventually discovered that a new account had been created for my wife—without any notice—and that action disabled her existing email address. Fortunately, her email has now been restored, but the lack of communication was unacceptable.

In addition, the router I walked out of the store with was not registered to my home address. I had to call Comcast again, resulting in a 30-minute support call to get it properly activated. And because I had to switch routers, I also had to reconfigure every smart device in my home, including lighting systems, garage door opener, Ring doorbell, and more—all of which lost connection due to the network change.

This entire process has been extremely frustrating and time-consuming. As long-standing customers, we expected better service, clearer communication, and fewer disruptions.

I respectfully request the following:

1. Confirmation that my wife's email account is fully restored and secured.

2. A full explanation of why a second account was created without notice.

3. A review of in-store and backend processes to prevent similar issues.

4. Assistance or advice on best practices for smart home setups during router transitions.

Thank you for your attention to this matter. I look forward to a prompt resolution.

Sincerely,