Supervisor

We have an ongoing issue with our internet speed (5% of plan speed) and cable TV pixelation. A tech was scheduled to visit on 8-18-2026 3-5pm. I took off work for half a day. Tech was late. He said the issue was at the street and another crew would have to fix. It was not fixed. Issues are not resolved.

On 8-25-2026 I was on a text chat for an hour, performing the same previous modem checks that already failed and did not result in a fix. During this, I was offered higher speed and a lower bill, of course I want a lower bill. Agent said a link would be sent for approval. The link did not work and the chat was ended by the agent. Again, problem not resolved or a fix was not offered. No method to restart the chat where it left off.

8-25-2026 I called back, no more AI chat because it takes forever to get past the questions I have already answered such as did you restart your modem. Finally talking to agent, they want to start at the beginning again, same tests already run multiple times. I guess they do not have the ability to look at the chat history. I was put hold for almost an hour on and off, with no explanation other than its being worked on. I asked for a supervisor, agent said I had to stay on the phone it would take 10 minutes. Several minutes later I was told no supervisor available, and it would be 10 minutes, maybe longer. I asked to be called back instead of waiting on hold.  I was told that is not possible. I was asked if I still wanted to upgrade to a higher speed. I said I never requested that, but if it lowered my bill I’m all for that  - but I am not getting the speed of my current plan. I was told a new modem might fix the issue, not might not. I would have to wait for it to be shipped or picked it up myself. The previous tech said the issue was at the street, not in the house. I ended the call because it was not resolving the issue, certainly not in a timely manner.

There is tech scheduled 8-27-2026 5-7pm. I am not confident this will fix the issue, just start the circular pattern again.

This has been a complete failure by Xfinity technical support and terrible Customer Service.

I would like to talk to a Supervisor and not have to go through an automated system where only pre generated questions are available that start me back at he beginning.