New Gateway Still Offline, Promised Appointment Never Existed & Being Told There Are No Technicians Available for 10 DAY

Subject: URGENT: New Gateway Still Offline, Promised Appointment Never Existed & Being Told to Wait 10 Days until a technician can come out!

I need this escalated and I need an actual resolution, because I have now spoken with multiple Xfinity representatives, followed every instruction given to me, replaced my equipment, and I am still completely without internet.

Yesterday, I spent approximately ONE HOUR on the phone with an Xfinity representative. I was told my old modem was outdated and needed to be replaced. During that call, the representative moved me onto my own new Xfinity plan/account setup, confirmed everything with me, and told me someone would be coming to my apartment the following day between 3–5 PM to deliver the new modem and get everything set up.

I waited for that appointment. Nobody ever showed up.

When I contacted Xfinity again, I was then told there was NO RECORD of that appointment ever being scheduled, despite spending an hour on the phone confirming everything the day before.

I was then told that nobody can come to my apartment to actually fix the issue until August 22 — 10 DAYS from now.

Rather than sit without internet and wait, I drove to an Xfinity store myself and picked up the new Gateway that I had originally been told would be delivered.

I brought it home, connected it, and the brand-new Gateway is having the exact same problem. It cycles between yellow and blinking green and never comes online.

I have now:

• Spoken with THREE different Xfinity representatives
• Spent approximately an hour on the initial call
• Been given a confirmed service/delivery window that apparently was never actually scheduled
• Driven to an Xfinity store myself to get the new equipment
• Replaced my old modem with a brand-new Xfinity Gateway
• Tried BOTH separate coax outlets in my apartment
• Reconnected and checked all cables
• Power-cycled and restarted the Gateway
• Completed Xfinity’s troubleshooting multiple times
• Still have NO INTERNET

All three representatives have essentially told me there is nothing they can do and that I need to wait 10 days for someone to come out.

Meanwhile, I regularly see Xfinity service trucks coming in and out of my apartment complex. I find it extremely difficult to understand how there can be Xfinity technicians servicing this property while an existing customer with absolutely no internet is being told there is no possible way for anyone to investigate the issue for 10 days.

At this point, the problem clearly needs to be investigated beyond basic modem troubleshooting. Two gateways and two separate coax outlets have resulted in the same issue. There could be a problem with the signal coming into my unit, the building’s wiring, an outside connection, splitter, line, or other Xfinity infrastructure.

I am not looking for another restart, another troubleshooting script, or another representative telling me to wait 10 days. I am asking Xfinity to provide an actual resolution.

Please escalate this to someone who can investigate the line/signal to my unit and determine whether there is a cancellation, earlier technician availability, or another way to have this addressed sooner.

I have done everything within my control to fix this. Being left without internet for 10 days after Xfinity already failed to honor the appointment I was explicitly told was scheduled is not an acceptable resolution.

I am happy to provide my account information privately. I just need someone from Xfinity who has the ability to actually escalate and resolve this issue to please contact me.