Xfinity horrible service

Internet outage immediately after Xfinity truck worked near my property — need escalation

I need assistance from Xfinity Support with an ongoing service outage that has now caused me to miss work.

Yesterday my internet went completely down. I have no cellular data/service at my home, so when my Xfinity internet is down, I cannot even contact Xfinity from my house. I had to leave my home just to get enough service to call for assistance.

I spent more than an hour on the phone with Xfinity. During that time, one representative suggested I switch my mobile phone service to Xfinity, and I was initially given a Sunday service appointment—which would leave me without reliable internet for two workdays.

I was eventually connected with a technician who determined that my modem had failed and needed to be replaced. I then had to drive approximately 40 minutes out of my way to obtain a replacement Xfinity modem.

I installed and activated the new modem last night, and my internet worked perfectly. It continued working perfectly this morning.

At approximately noon today, an Xfinity/Comcast truck arrived and was working at the end of my driveway. Shortly after that truck left, my internet service went down again.

That timing is extremely concerning and suggests this needs to be investigated as an Xfinity line/network issue rather than another modem or in-home Wi-Fi problem.

Once again, because I have no cellular data at my home, I had to leave my house simply to contact Xfinity. The first representative suggested that I connect to an Xfinity hotspot, which obviously does not solve the problem when I have no functioning connection available at my home.

I was eventually connected with Eric, who was apologetic and helpful, but the only option available to him was to open another ticket on top of the existing ticket.

At this point I need this escalated beyond standard troubleshooting.

Please review:

1. What work the Xfinity truck was performing near my property around noon today.
2. Whether my line/drop/tap or neighborhood equipment was disconnected, altered, or affected during that work.
3. My signal levels and connection history before and after that work.
4. My existing service tickets and technician appointment.
5. Confirmation that I will not be charged a technician fee if this is determined to be an Xfinity line, network, or Xfinity-owned equipment issue.
6. A service credit for the period I have been without service.

I work from home and have now missed work because of this outage. I have also spent hours troubleshooting, made multiple trips away from my home simply to contact Xfinity, and drove approximately 40 minutes out of my way yesterday to replace equipment that had my service working perfectly until Xfinity performed work near my property today.

I need someone with the authority and technical ability to investigate the outside line/network issue and get my service restored—not another modem reset or another duplicate support ticket.

Please have a member of the Xfinity Digital Care/escalation team assist me.