Formal Complaint Regarding Service Instability and Upload Speed Limitations

Dear Xfinity Customer Support,

My name is Kishon, and I am a current Xfinity Internet customer at 4215 N University Dr, Apt XXX. I am writing to formally express my frustration regarding ongoing service instability and repeated miscommunication from your customer service and technical support teams.

For the past several months, my internet service has been unstable. As someone who holds a Master’s degree in Networking Communication and has published work with IEEE in data networking and IP operations, I have a strong technical understanding of how broadband networks function. Unfortunately, my experience with your support team has been both disappointing and concerning.

Specifically:

1. I called to request the XB10 modem and was informed it would be shipped for delivery on December 24, 2025.

2. On December 23rd, I called again to confirm shipment, as I was traveling and needed to arrange to receive the package. I was assured it had been shipped and would arrive as scheduled.

3. The package never arrived.

4. When I called three days after December 25th, I was informed that the previous representatives provided incorrect information and that the XB10 was never shipped. I was further told that my area does not support the XB10 modem.

Being given conflicting information on multiple occasions is unacceptable.

Additionally, I downgraded my service from 1Gb to 300Mbps because all available packages at my address — 100Mbps, 300Mbps, 500Mbps, 1Gb, and 1.2Gb — are limited to only 40Mbps upload. Increasing download speed does not increase upload speed at my location, which makes upgrading pointless for my needs.

Last week, I received an email stating that Xfinity was upgrading the neighborhood network to enhance performance. However, on the 26th, internet service was down for approximately nine hours. After service was restored, I contacted support to confirm whether upload speeds had improved due to the node upgrades. I was told my current plan provides 300Mbps download and 100Mbps upload — which is incorrect. I am provisioned at 40Mbps upload.

I am increasingly frustrated with being given inaccurate or misleading information. I work from home, and upload bandwidth is critical for my professional responsibilities. 40Mbps upload is simply not sufficient. Upgrading download speed without improving upload does not solve my problem.

If fiber were available at my location, I would switch immediately. However, since that is not currently an option, I am requesting the following:

• A clear and accurate explanation of the maximum upload speed technically available at my address.
• Confirmation of whether mid-split or high-split upgrades are planned for my node.
• A realistic timeline for increased upload capacity in my area.
• Consideration for account credit due to prolonged outage and repeated misinformation.

I expect transparent communication and technically accurate information going forward.

I look forward to a prompt and professional response.

Sincerely,
Kishon