Urgent: Multi-day outage, two missed technician appointments

I’m contacting Xfinity on behalf of account holder [Edited: "Personal Information"] 

Internet service has been down for several days. A technician was scheduled September 12 from 1–3 PM and never arrived. Xfinity then gave a second window from 4–7 PM and promised a callback. No technician arrived and no callback was received.

We are now being told the next available appointment is September 19.

There are elderly residents in the home who rely on internet and phone access, and cellular service there is poor.

This has already been escalated to Xfinity Executive Customer Relations, Clay County, and the FCC.

Please have the Digital Care/dispatch team urgently review this and help arrange the earliest possible technician or maintenance visit. Please keep the September 19 appointment unless an earlier confirmed appointment replaces it.