Xfinity Support - Escalation/Management Requested

I am submitting this complaint regarding Xfinity’s mishandling of my internet service transfer, premature cancellation of service, failure to honor the promotional rate I selected, and repeated inability to resolve the issue through customer service.

On June 12, I requested a service address change online for my move (6/30/2026). During this process, I selected a promotion for 1 gigabit internet at approximately $60.94/month for 60 months. I completed the request and received email confirmation of the move request and completed transaction at the promo rate.

On June 13th, I learned my internet service at my (now) old address was also prematurely cut off, despite scheduling the service transfer for June 30. We attempted to resolve the issue with Xfinity customer service reps via phone and in-person. We were repeatedly hung up on, transferred, or given inconsistent information. After several hrs over a few days communicating with Xfinity, they eventually reinstated service at the old address and told us that once we returned the old equipment and installed the new equipment at the new address, everything would be resolved.

On July 1, I returned the old equipment in person after moving and installing the new internet equipment, as instructed. An in-store agent said no account associated with my new address, even though I had completed the transfer online and had service working there. I was told the account still appeared under the old address. The representative re-attempted to cancel service at the old address and start service at the new address, but then said the 1 gigabit plan would be $80/month for 1 yr, not the promo rate I had selected on 6/12. I was told the $60/mo for 5 yrs promo could not be applied and that nothing could be done in store.

I then called Xfinity again to escalate the issue and was hung up on three separate times before the matter could be resolved.

I must disclose that after these repeated attempts to resolve our internet issues, including on and around 6/13/2026 and today, 7/1/2026, I submitted an FCC complaint in hopes the issue can be more appropriately and accurately resolved. In the meantime, upon further investigation, I found that Xfinity reps have created multiple accounts under my name for our new service address. One created June 12, 2026 (I believe this is the account w/ the 1 gig $60/mo for 60 months promo) and one created July 1, 2026 I believe (1 gig $80/mo).

It appears that not only was the internet for our previous address prematurely cancelled and then reinstated, but that the transfer request from 6/12/2026 was apparently cancelled or otherwise miscoded by Xfinity employees, along with the initial 1 gig @ $60/mo for 60 month promo.

I request that Xfinity honor the promo rate for 1 gig at $60/mo for 60 months initiated on 6/12/2026 and provide compensation for the repeated errors, mishandling of the move transfer, excessive time spent attempting to address these aforementioned problems.