Tickets created - 3 weeks and counting no resolution

Need Executive Escalation – Xfinity System Error Has Left Me Without Internet for 3 Weeks

I need assistance from an Xfinity employee with an unresolved account/address issue that has now left me without Internet service for approximately three weeks.

I was a NOW Internet customer at my previous address and moved approximately ¼ mile away. I followed Xfinity’s instructions and established a new NOW Internet account at my new address. The service worked normally for approximately two months.

When I attempted to pay for my third month, I discovered that an unrelated person’s Xfinity account had apparently become associated with my address. Xfinity representatives investigated the issue, confirmed that the other person’s service was unrelated to me, and disconnected that person’s service.

I was then told that Xfinity needed to submit a ticket to purge/correct the system because the system continued to show an existing account at my address. Because of this issue, representatives have been unable to create my NOW Internet account or send me another modem.

I have now spent approximately three weeks trying to resolve this. I have spoken with multiple representatives, had multiple tickets created, and have been promised callbacks and follow-ups. One ticket was eventually closed even though the underlying problem was still unresolved.

My original ticket/reference number is CS0284370.

I have been very patient and cooperative, but I am now without Internet service because of an apparent Xfinity system/account error that I did not create.

I am asking for an Xfinity employee to review this situation and escalate it to the appropriate team, rather than sending me back through general sales or asking me to purchase a different Internet service.

I can provide my account information, service address, and other identifying information privately through Direct Message.

Please have an official Xfinity representative respond here so that I can provide the necessary information privately and get this issue resolved.