Systematic Violations of Service Agreements by Xfinity — Immediate Resolution Required

Dear Xfinity Support Team,

I am writing to submit a formal complaint regarding a number of serious and unresolved issues I have experienced with your mobile and internet services. These incidents point either to negligence or a lack of internal coordination within your organization. As a customer, I feel that I am being treated unprofessionally and with disregard.

Below are the detailed issues:

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1. Mobile Line — Misleading Offer with Number Port and Unexpected Charges

I was offered a promotion: one free mobile line for a year, on the condition that I port my existing number. I agreed. I submitted the port request and contacted your support team, but despite my repeated efforts, the number was never ported.

Instead, I later discovered that a new line was created with a completely different number and that I was being charged for it. This clearly violates the original agreement. I was given something I never asked for, charged for it, and my original request was completely ignored. This feels like intentional misrepresentation.

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2. Technician Visit — Violation of Xfinity’s Own Billing Policy

After moving into a new apartment, I connected my rented Xfinity modem, but had no internet. I thoroughly checked all possible connection points — through the wall jack, directly to the panel, rebooted the modem, and did full diagnostics. In the utility panel, I found a device that was not powered on — I turned it on myself and connected directly to it, and also tried going back through the wall jack. Still no internet.

I scheduled a technician. He arrived and repeated exactly the same steps I had done earlier — and then the internet worked. Clearly, the issue was not inside my apartment, but with the upstream connection. However, I was still charged for the visit, even though your official policy clearly states that if the issue is outside the customer’s premises, the visit should be free.

I submitted a support ticket for this charge, and it was closed without any explanation or justification, and not in my favor. That is unacceptable.

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3. Internet Speed Plan — Misleading Promotion and Downgrade

Previously, I had a plan for around $50/month for 300 Mbps. I later switched briefly to AT&T, but then returned to Xfinity. Upon returning, I was placed on a 600 Mbps plan, which was acceptable.

Later, a support agent in chat informed me of a special promotion for 800 Mbps at the same price (~$50/month). I accepted the offer, and I confirmed through speed tests that I was indeed receiving 800 Mbps.

However, some time later, another representative told me that I’m on the 600 Mbps plan and claimed that no 800 Mbps offer was applied or even existed. This makes it seem like I was misled — and now I’m being treated like a fool. That is both offensive and unprofessional.

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4. Personal Modem — Decreased Speeds and Lack of Support

To avoid rental fees, I purchased a compatible personal modem certified for speeds above 600 Mbps. However, I consistently receive only 100–200 Mbps, occasionally 300–400 Mbps in perfect conditions. Support has been completely unable to resolve this issue or offer a clear explanation.

Frankly, it seems like your network is artificially limiting performance on third-party equipment, possibly to pressure customers into renting your hardware again. This is deeply concerning.

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I am requesting the following actions:
 1. Full reversal of all charges related to the mobile line and the technician visit, as both are the result of Xfinity’s mistakes.
 2. Restoration of the 800 Mbps internet plan, which was offered to me and previously active.
 3. A full technical investigation into the reduced speeds with my owned modem.
 4. An official explanation regarding the conflicting information from different representatives and the steps Xfinity will take to ensure accountability.

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If these issues are not resolved promptly, I will escalate the matter to the following regulatory bodies:

• FCC (Federal Communications Commission)
 • BBB (Better Business Bureau)
 • Texas Attorney General – Consumer Protection Division

I expect a written response with concrete resolutions within 7 business days.

Sincerely,[Edited: "Personal Information"]. [Edited: "Personal Information"]