Escalation and unprofessionalism

I need help with an unresolved installation issue and would like this escalated to the appropriate Xfinity Support team.

I had a confirmed WiFi installation scheduled for October 6, 2026, which was canceled by Xfinity. I did not cancel this appointment and was not notified that outside-line work was required.

Since then, I have contacted Xfinity multiple times and spoken with several agents. I was repeatedly given different information and told about waitlists/escalations. I only learned today that the October 6 appointment was canceled because outside main-line work is required.

I was then told that the outside work is scheduled for October 13 and that my in-home service may not be activated until October 14–15.

An escalation was opened under ECM0025956008, but I subsequently received a text stating that the request was not approved and the ticket was closed.

My concern is not simply that I have to wait. My concern is that Xfinity canceled my confirmed appointment without properly informing me of the reason, and I had to repeatedly contact Xfinity for days before finally receiving an explanation.

I am requesting that Xfinity Support review the entire case, explain what was denied under ECM0025956008 and why, and determine what can actually be done to resolve this situation. I am available on short notice for any earlier appointment or cancellation. I also need my October 13 appointment protected as my backup.

Please review the existing case rather than having me start the process over again

The biggest issue is that I only found out TODAY that outside maintenance work was required. I have spoken with multiple Xfinity representatives since my October 6 installation was canceled, and not one of them informed me that outside-line maintenance was the reason for the cancellation. Instead, I was repeatedly given different information about appointments, waitlists, and escalations.

I should not have had to contact Xfinity multiple times and keep asking questions just to finally learn today what was actually causing the delay. If this maintenance work was the reason my October 6 appointment was canceled, I should have been told immediately.

I need Xfinity Support to review what happened, explain why I was not informed, and provide an actual resolution—not another waitlist or another escalation with no outcome.