Unprofessional Conduct: Chat Agent Minal Remotely Rebooted My Home Gateway Twice After Disagreement

Today I experienced incredibly unprofessional and retaliatory interaction with an online chat agent named Minal today, September 28, 2026, at approximately 10:30 PM EST, which resulted in them intentionally disrupting my home internet service.

I contacted support regarding an issue with an Xfinity Mobile BYOD (Bring Your Own Device) activation. Xfinity Store agents had already made multiple unsuccessful attempts to activate an eSIM on this device. Because of this, I explicitly requested a physical SIM card to resolve the issue.

Instead of helping, Minal did not seem to understand the situation at all. They repeatedly provided incorrect technical information that could easily be disproved with a simple Google search.

Immediately following this frustrating exchange, my home internet dropped completely. Minal remotely triggered a reboot signal to my Xfinity Gateway, knocking me offline. Once the gateway cycled back up, they did it a second time, causing me to lose all internet connectivity twice in a row.

This is a blatant weaponization of customer support tools. A customer service agent should absolutely not be tampering with a customer's home internet connection out of spite because an interaction didn't go well.

I want a corporate moderator or escalation manager to pull the interaction logs for this chat session and investigate Minal's actions. This behavior is completely unacceptable, and I still need assistance getting a physical SIM card sent out for my device.