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user_7haq8k
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11/05/2026 4:12 AM

Urgent Corporate Escalated Complaint

EXECUTIVE SUMMARY
I am filing a formal complaint regarding a catastrophic chain of errors by Xfinity customer service, retail store employees, and technical support dating from October 30, 2026, to the present. Due to a total lack of internal training regarding "WiFi-ready ONU" apartment installations, Xfinity employees have twice sent me to physical stores under false pretenses, erroneously deactivated my account, forced the creation of a redundant account, attempted to charge me a $39.99 fee for a provisioning failure on Xfinity’s side, and missed a scheduled technician appointment. I am demanding immediate corporate intervention to stabilize my account, ensure full connectivity, and issue comprehensive billing credits.
CHRONOLOGY OF EVENTS & SERVICE FAILURES
  1. Failure to Process Move Request (On/Before 10/30): I submitted my moving request well in advance. Due to an internal system error, live chat agents were unable to process it, forcing me to waste time traveling to a physical Xfinity retail store.
  2. Incorrect Hardware Provisioning: The retail store employee incorrectly informed me that I needed "new XB10 hardware," demonstrating a complete failure to recognize that my new unit was a pre-installed WiFi-ready ONU apartment.
  3. Activation Failure & Provisioning Loop: Upon moving in, the hardware failed to activate. Multiple chat and phone agents failed to diagnose the issue. When I independently researched the issue and informed a phone agent that the unit was an ONU setup that simply required a remote data provisioning signal, Xfinity failed to execute it properly and insisted on scheduling a technician.
  4. Fraudulent / Erroneous Fees: A phone representative stated they would waive a $100 technician fee but insisted on charging a $39.99 fee on my next bill. When I objected, the representative claimed the issue was "my fault" because Xfinity could "see internet at the unit"—completely failing to comprehend that while the external ONU fiber line had a signal, the internal gateway was unprovisioned and completely broadcasting an unavailable network.
  5. Retail Error & Complete Account Deactivation: A subsequent agent realized the equipment provided to me was entirely unnecessary and instructed me to return it to the Xfinity retail store and pick up an Ethernet cable. I went to the store, explicitly explained to the representative that I was only returning redundant hardware because my unit was an ONU setup, and left. Upon returning home, I discovered the retail employee had completely deactivated my entire Xfinity account.
  6. Forced Account Recreation: To resolve the store's error, I had to spend hours on the phone again. Representatives forced me to create a completely new account tied to my old address just to re-initiate the move process, fracturing my billing history.
  7. Technician No-Show: After 7 days of continuous internet instability and dropouts, a technician was scheduled to resolve the provisioning/line issues. The technician failed to show up at my apartment, falsely claiming a missed appointment because I did not answer a phone call, despite the fact that I attempted to call the technician back immediately.
REQUIRED RESOLUTION & DEMANDS
To resolve this matter without further escalation to the FCC and local utility regulatory authorities, I require the following actions within 24 business hours:
  1. Immediate Account Audit & Stabilization: A senior technical support specialist must review the current account structure to ensure the remote provisioning signal to my pre-installed ONU is fully completed and stable.
  2. Complete Waiver of All Activation/Technician Fees: A binding, written guarantee that the $39.99 fee (and any other tech delivery or activation fees) will be permanently credited and removed from my upcoming statement.
  3. Service Downtime & Inconvenience Credit: A substantial billing credit to reflect 7+ days of lost service, multiple forced trips to retail stores due to employee errors, and the time spent fixing Xfinity's internal data entries.
  4. Management Review: A formal review of the retail store team regarding the mishandling of equipment returns on WiFi-ready apartment transfers so other customers do not have their active accounts deleted.

Question

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9 minutes ago

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Oldest First
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EG

Expert

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122.8K Messages

18 minutes ago

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

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XfinityOrlandoM

Official Employee

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3.9K Messages

9 minutes ago

@user_7haq8k

Thanks for reaching out to us,  we do apologize for any inconvenience or experience with your services.

 

We'll be happy to take a look at your account and get this all resolved for you.

 

To get started send us a direct message including your first and last name and complete service address

 

Here are the detailed steps to direct message us:

  1. Click "Sign In" if necessary.
  2. Click the “Direct Messaging” icon.
  3. Click the “Start new conversation” (pencil and paper) icon.
  4. In the “To:" line, type “Xfinity Support”.
  5. As you type, a drop-down list will appear. Select “Xfinity Support” from that list.
  6. An “Xfinity Support” graphic will replace the “To:" line.
  7. Type your message in the text area near the bottom of the window.
  8. Press “Enter” to send it. 

How to: Direct messaging within the forum | Xfinity Community Forum

 

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