Ticket#: [Edited] | Formal Complaint & Demand for Immediate Resolution and Full Credit – Xfinity Internet Installation & Service Failure

I am writing to formally document an egregious series of service failures by Xfinity related to the installation and provisioning of internet service at my new construction home, beginning July 8, 2025, and continuing unresolved to this day. This has not only caused undue stress and hours of wasted time but has also directly cost me money and affected my ability to work.

Current ticket number:

[Edited: "Personal Information"]

Timeline of Issues:

• July 8, 2025: An Xfinity technician visited my newly built home and informed me that a pedestal needed to be constructed for service. He said, "just give us a few days to build it and we'll be back next week to hook you up". No work was started.

• I followed up several times. Each time, no one had any record of the required pedestal construction. Despite repeated attempts to escalate, I was met with confusion and misinformation from different departments.

• On a follow-up visit, another technician said he couldn’t construct a pedestal (because he’s not in construction) but could temporarily connect me to a box across the street with a reduced-speed connection. This begs the question: why didn’t the first technician offer this temporary workaround? I was left without internet for over a week while moving into a new home.

• This second technician assured me that the construction team would “just show up on their own time” and that I didn’t need to be present. I was skeptical and rightfully so.

• I called again, this time clearly requesting a construction appointment, and was finally told a team would come out on a specific date to install the pedestal.

• However, right before the scheduled appointment, I received a call stating I had to cancel it. Instead of a construction crew, they were again sending a technician, not qualified to perform the construction work.

• After speaking with someone “more local,” I was finally told construction could begin within 2–3 weeks from that date, even though I had tried to initiate this multiple weeks earlier.

• Adding to the confusion, I was told conflicting information: some said I could be connected to a neighbor’s pedestal, while others insisted each home must have its own. Oddly, my neighbor—who initiated construction at least two weeks after me thought that they had been given a date for construction of their/our?? pedestal in about a week or so. Only for them to eventually go through all of the same confusing hoops as me and ended up in my same misleading situation.

• I inquired whether construction crews could coordinate the work on both homes simultaneously, and whether my easement was even correctly documented. No one could provide a clear answer.

• Each time I call customer service, they see the issue, claim to escalate it, and schedule what they describe as a construction team. But every time, it’s just another technician, unable to resolve the issue.

• I’ve had technicians miss appointments with no calls, no texts, no explanation. I’ve also been given incorrect time windows, resulting in lost time waiting at the house for no reason. A neighbor had even said that they saw a technician show up, wait for 2 hours on the phone talking to someone(not me) and then I received no info that he was there at that time, and then waited for 2 hours during the scheduled time window, only for me to have to call Xfinity to confirm what had happened.

• Throughout this process, I was given as many as 3 or 4 different "ECM" numbers which I was ensured were proper tickets for the construction team. But then I would get automated texts and calls saying that there is no issue with my service and that the ticket has been resolved or terminated.

Additional Service Failure (Old Address Transfer):

• During this process, Xfinity convinced me to “transfer” service from my old home to the new one. I was assured that this would allow both homes to remain active for a transitional period and that I could schedule a cancellation date manually.

• Instead, the moment a technician activated the temporary box across the street, my old address was disconnected immediately, with no warning.

• I had to call support at night, during work hours, to reinitiate a new account for service at the old home for only a SINGLE NIGHT of internet usage. This caused lost time and additional fees.

• To make matters worse, I was charged $20 for one day of service, due to a billing cycle misalignment caused by canceling and restarting the account. I was told I would be credited, but auto-pay timing errors prevented a full refund.

• Xfinity refused to credit or refund me further until all construction issues are resolved, despite the fact that this was Xfinity’s internal mismanagement from the beginning.

What I Am Demanding

1. Immediate prioritization and scheduling of pedestal construction at my new home. This must be confirmed in writing with a guaranteed date.

2. Clear and written communication about the pedestal status, location, easement, and neighbor timeline.

3. Full refund and service credit for:

   • More than one week without internet in a new home.

   • Improper and premature disconnection of my old address.

   • Duplicate account charges and the $20 one-day reactivation fee.

   • All missed appointments, misinformation, and hours of time lost dealing with this issue.

   • Slower speeds

If this matter is not addressed swiftly and to my full satisfaction, I will be to file a formal complaint with the FCC for deceptive and unfair business practices, including failure to provide contracted service.

Additionally, I will begin reaching out directly to Xfinity regional VPs including some personal connections as well as known escalations staff, including any executives listed in Xfinity public filings or customer service leadership exposed in prior lawsuits or public regulatory filings.

The level of disorganization, miscommunication, and disregard for customer experience I’ve faced is unacceptable. I am formally requesting a full investigation into the mishandling of my account, installation process, and billing history — and will continue escalating until these issues are corrected and fairly compensated.