Ongoing Internet Outages in My Neighborhood * Request for Resolution

Dear Xfinity Customer Support,

I am writing to formally lodge a complaint regarding the ongoing internet outages in my neighborhood. For the past five consecutive days, service has been unreliable—dropping repeatedly, running extremely slow when it is up, and failing to stay fixed despite repeated assurances that the issue has been resolved.

Each time I check for an outage, I am initially told there is none, only to be informed minutes later that there is, in fact, an outage. This cycle has affected not only me but approximately 500 of my neighbors. The automated troubleshooting process adds to the frustration, asking irrelevant questions such as whether my modem is plugged in or if my wires are loose, while the real issue clearly lies at the network level.

Yesterday, I was able to reach a live agent who promised there would be no further outages, yet could not explain the cause of the disruption. Unfortunately, the outages have continued. While I have been told I will be reimbursed for the lost days, this does not adequately address the impact. I rely heavily on internet services, especially at this time of year, and being forced to rely on my phone’s slow and inconsistent connection is unacceptable.

I respectfully request the following:

• A clear explanation of the root cause of these outages in my area.
• A timeline for when permanent resolution can be expected.
• Direct access to a live agent without being forced through ineffective AI troubleshooting.
• Consideration of additional compensation beyond basic reimbursement, given the severity and duration of the disruption.

I urge Xfinity to take this matter seriously and provide transparency and accountability. My neighbors and I deserve reliable service and honest communication.

Sincerely,

Misty