Terrible Internet, Terrible Support, Wrongful Billing

Hi everyone, this is a bit of a saga here so buckle up...,

I recently moved and had 2 addresses using Xfinity at the same time. We will call the old address Account A and the new address Account B.

Account A (Old Address)

I canceled this account before the next billing cycle, yet I was still charged. Since the account is closed, I no longer have access to view or dispute the charges. I need assistance recovering billing records and resolving this incorrect charge.

Account B (New Address)

I signed up for 1 Gig service, but the internet has consistently been unusable, averaging 5–6 Mbps download speeds. During online troubleshooting, your rep identified a technical issue and scheduled a technician visit.

Visit #1

I received all the usual appointment texts—confirmation, tech on the way, tech on site—but no one ever showed up. Then, I received a text telling me the appointment was abruptly canceled with no explanation. I had to fight through the automated system to reschedule.

Visit #2

Same exact scenario. Confirmations, no-show, cancellation. As I battled back through the help chat, I got a very helpful person online with me. During that rescheduled conversation, we submitted a credit request [Edited: Personal Information], which I was told would be resolved within a week. It’s been several weeks, and I’ve heard nothing.

Another week of unusable internet while I work from home and rely on stable connectivity for Zoom calls and presentations.

Visit #3

A technician finally arrived who was extremely helpful and a very positive experience. He resolved the issues, but only temporarily. Speeds improved to 500–600 Mbps. However, after about a week, the speeds dropped again to 10–15 Mbps, and I’ve been unable to reach a live agent to fix it.

This culminated in me being dropped from a major work meeting where I was supposed to present—I pay for 1 gig to make sure I have exceptional internet, not get dropped from basic video calls.

Here are the unresolved issues

1. Unacceptably slow internet speeds despite paying for 1 Gig service.
2. Incorrect billing on a closed account I can’t access.
3. Two missed technician appointments with no explanation or follow-up.
4. Unresolved credit request [Edited: Personal Information].
5. Ongoing service instability affecting my ability to work.

What I am seeking

• Immediate resolution of the billing issue on Account A.
• Compensation for the missed appointments and service outages.
• Resolution and confirmation of the credit request [Edited: Personal Information].
• A reliable fix for the internet speed issues.
• A direct contact with a real human support agent who can take ownership of this case.

Given the extent of the inconvenience, I would appreciate consideration for service credits, complimentary upgrades, or equipment (better modem, router, wifi extender, etc…) to make up for the repeated failures.

Thank you for the help here and I look forward to resolving this and continuing to stay with Xfinity for home internet service.