Urgent Escalation Required – Internet Outage and Service Frustration

Subject: Urgent Escalation Required – Internet Outage and Service Frustration

Dear Xfinity Customer Service,

I am writing to formally report a serious issue with my internet service and to request immediate escalation. My service has been completely interrupted since Monday, following a request I made to replace my modem due to previously spotty connectivity. The outage began after my conversation with your agent, which has caused significant disruption.

Over the last 72 hours, I have:

* Spent over 10 hours on the phone attempting to troubleshoot this issue.

* Been disconnected multiple times, often abruptly, by agents unwilling to assist further.

* Repeatedly requested that this situation be **escalated urgently** and that a technician be sent **before the currently scheduled appointment on Friday**, without success.

This situation is unacceptable. I expect:

1. Immediate escalation and a technician dispatched as soon as possible to restore service.

2. Consideration for the hours I have spent troubleshooting, including a bill credit for the service downtime and the time spent on the phone.

3. Acknowledgment of the frustration and disruption caused by this outage and poor handling by multiple agents.

I reported this outage on Monday, and the lack of resolution over the past several days is extremely frustrating and inconvenient.I trust that Xfinity will take this matter seriously and provide prompt resolution.

Please confirm receipt of this email and provide a ticket number for my reference. I expect a response no later than 24 hours from receipt

Thank you for your immediate attention to this matter.

C.S.

Update: After 4 more hours with customer service-getting nowhere, I want this issue escalated immediately. My internet has been completely down since Monday. The outage occurred after I called an agent to schedule a modem replacement, which was supposed to fix my spotty connection—but instead my service was completely cut off. I’ve spent over 10 hours in the last 72 hours troubleshooting, including a one and a half hour phone call just now, and I’m done troubleshooting. I am requesting a provisional bill credit of at least 50.00 for all the time and frustration I’ve endured, and a technician sent out immediately. Please confirm this escalation and provide a ticket number. I should not have to wait a week for service that was broken because of your agent’s handling.