Second Significant Internet Outage in One Month-Request for Escalation and Investigation

This is now the second significant Xfinity internet outage affecting our home in approximately one month, and I am requesting that this issue be escalated and investigated rather than treated as another isolated service interruption.

Our household relies on this connection not simply for entertainment, but for work and for a short-term rental operated from our property. I am a university professor and operate a professional design practice from home, and prolonged outages directly prevent me from conducting meetings, communicating with clients, accessing files, and performing billable work. The outage also disrupts internet service provided to our short-term rental guests, creating an additional business impact.

During the previous outage, service was unavailable for many hours and the estimated restoration time was repeatedly pushed back. Attempts to reach Xfinity by telephone were extraordinarily frustrating: the automated system recognized that we were in an outage, informed us that an agent could not help, and disconnected the call. We were effectively prevented from speaking with anyone about a service we were paying for but not receiving.

Now, only weeks later, we are experiencing another significant outage.

At this point, I am concerned about the reliability of the Xfinity infrastructure serving our address, not merely the duration of today’s outage. Two substantial outages within such a short period warrant an explanation and review of whether there is an underlying network or infrastructure problem affecting our service.

I am requesting that Xfinity:

1. Escalate this matter to the appropriate network or infrastructure team and investigate the repeated outages affecting the network serving our address.
2. Preserve the outage logs associated with our account and the network serving our address, including the time each outage began, restoration attempts, estimated restoration times and subsequent revisions, and the documented cause of each outage.
3. Provide an explanation of the cause of both the previous outage and the current outage, including whether the two incidents are related or indicate an ongoing infrastructure issue.
4. Confirm what corrective action is being taken to prevent repeated extended outages.
5. Apply all appropriate service credits for both interruptions.

I would also like this complaint formally documented on our account and would appreciate a response from an Xfinity representative who can actually review the history of service interruptions at our address.