Ongoing Service Issues and Account Confusion During Move

Hello Xfinity Support Team,

I am writing because my recent move and service setup with Xfinity has been nothing short of a nightmare, and I am extremely frustrated and confused by what is happening with my account.

I have been a loyal Xfinity customer for many years. My family used Xfinity for years, and when I moved out on my own, I opened my own account and have remained a loyal customer ever since. I recently moved in with my boyfriend and was genuinely excited to continue using Xfinity together in our new apartment.

I signed up for a new 1 Gig plan, believing it would be more than sufficient for our two-bedroom, single-floor apartment. From the very beginning, this process has been incredibly difficult. It took an unreasonably long time to receive our modem, which we needed immediately, forcing us to go to an Xfinity store in person. We waited a long time at the store, only to get home and discover that our WiFi does not work in most of the apartment, including both back bedrooms.

Since then, we have repeatedly tried to get WiFi extenders. Phone support has been completely unhelpful. My boyfriend went back to the Xfinity store in person and waited nearly two hours, only to be told that if we called Xfinity, extenders would be sent to us for free. That guidance proved incorrect and led to even more wasted time.

Today alone, I spent close to 10 hours on the phone with Xfinity. The first agent was extremely unhelpful and created additional issues, which forced me to ask to speak with a senior manager. That manager never called me back. I then spent another hour on the phone with a different agent who eventually told me that only one extender would be sent, even though our apartment clearly needs more than one for basic coverage.

After finally getting off the phone, our internet stopped working entirely. When I logged into my account to try to troubleshoot, it stated that I am no longer an Xfinity customer. This is incredibly alarming and confusing, especially since I then received additional charges on my account.

At this point, I am beyond frustrated. I have been loyal to Xfinity for years, and this experience has been exhausting, time-consuming, and unacceptable. I need clear answers on:
- Why my account is showing as inactive
- Why I am being charged while having no working service
- How my WiFi coverage issues will actually be resolved
- Why this process has required so many hours, store visits, and repeated calls with no real solution

I am asking for immediate clarification, proper resolution of my service and account status, and consideration for the significant time and inconvenience this situation has caused.

I hope someone can finally help resolve this correctly and restore my confidence in Xfinity.