Visitor
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3 Messages
Urgent escalation request Medical emergency service failure
My name is Robert [Edited: "Personal Information"], Account #[Edited: "Personal Information"]. Since November 2, I have had no Internet service due to lack of in-home cable installation by a technician. This has endangered my ability to monitor a serious medical condition (diabetes) remotely.
Despite many calls, 12 agents, broken promises, and technician no-shows, no resolution has been provided. I have repeatedly requested the $10/month WiFi Pass as a temporary solution; this was refused every time.
I formally demand immediate escalation to Executive Support. I request a waiver of all fees related to this delay and the immediate provision of a free 30-day WiFi Pass starting today to meet my medical needs.
If this issue is not resolved promptly, I will escalate to the FCC, BBB, and state consumer protection with evidence of all communications and failures.
Please confirm immediate action on this matter.
XfinityEva
Official Employee
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2.1K Messages
8 hours ago
Hello @user_0f7q55 I am so sorry to hear you are having trouble with your connection and your experience thus far. We would love to help with these concerns if you are still experiencing issues at this time.
We do recommend using the Xfinity WiFi Hotspots that are included with your post paid internet service while you await your appointment.
Just make sure to look for these under your network to connect:
xfinitywifi
XFINITY
If you are still experiencing issues with your appointment, please send us a direct message with your full name and service address.
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