continued wi-fi issues, poor response and support very frustrating,

Dear Xfinity and Sonos Support Teams,

I am reaching out to urgently escalate a persistent issue I’ve been experiencing for the past eight months involving my Sonos Wi-Fi speakers and Xfinity internet service.

Despite multiple technician visits from both Xfinity and Sonos, my Sonos system continues to drop connection, fail to sync, or disappear from the app. This issue is severely disrupting my experience and has yet to be resolved.

I have attached a formal escalation letter outlining the full history, configuration details, and the resolution I am seeking. I am requesting Tier 2 or higher escalation and a coordinated response from both of your support teams.

Please review the attached PDF and respond within 48 hours. I appreciate your urgent attention to this matter

past eight months involving my Sonos Wi-Fi speakers and Xfinity internet service in my home.

Despite multiple technician visits from both Xfinity and Sonos, my Sonos system continues to drop connection, fail to sync, or disappear from the app regularly. This is significantly impacting my experience and has caused a great deal of frustration.

Summary of the Issue:

• Duration: 8 months ongoing
• Devices Impacted: Multiple Sonos speakers (drop in/out, fail to appear in the app)
• Network Provider: Xfinity (gateway with combined 2.4GHz/5GHz)
• Actions Taken:
• • Numerous technician visits from both companies
  • Network resets and reconfigurations
  • Sonos support attempts to reconnect or reauthorize speakers
• Still Unresolved: Yes

Request for Resolution:

I am requesting a Tier 2 or higher escalation from both support teams to:

1. Conduct a joint review of my network configuration
2. Provide an expert analysis of why the Sonos devices are not consistently functional on my Xfinity network
3. Identify a permanent resolution - whether that be configuration changes, replacement hardware, or alternate network setup guidance