Signed up 1/29 — Still no internet, multiple missed/misleading appointments, need escalation

Hi Xfinity Support,

I’m hoping someone here can help because phone/chat support has not resolved this.

I signed up for Xfinity internet on January 29, 2026 and picked up my equipment that same night. The next day when I tried to activate it, it wouldn’t work, so I scheduled the earliest available technician appointment for 2/2 between 9–11 AM.

On 2/2:

• I took time off work and waited all morning.
• Around 10:45 AM, I heard the truck pull up.
• I looked outside, saw the truck, and waited for the tech to come to the door.
• They never got out of the truck and drove away.
• When I called Xfinity, I was told the notes said “no one home.”

That was incredibly frustrating because I was home the entire time and had taken time off specifically for that appointment. They rescheduled me for 2/2 between 1–3 PM.

The technician arrived around 3 PM and informed me that our home does not currently have a coax line installed and that a new line would need to be run, which could take up to two weeks. Annoying, but I understood.

On 2/3, I received this text from Xfinity:

“Quick update: A tech has been scheduled to come and locate your underground utilities in the next 3 days. There’s nothing for you to do—I just wanted to let you know!”

From what I understand, the process is:

1. Utilities are marked
2. Utility company verifies
3. Then cable installation is scheduled

I waited and heard nothing.

On 2/9, I called for an update. I was told they were sorry and that cable installation was scheduled for 2/16.

On 2/11, I received a call from a contractor saying they would come out on 2/13 to mark utilities and that I did not need to be home.

On 2/16 in the afternoon, I chatted with a live Xfinity agent to confirm:

• Utilities were marked on 2/13 (I saw no flags)
• The tech was definitely coming to lay the cable that day

The agent assured me both were true.

A technician did arrive on 2/16 — but he was there to mark utilities, not lay the cable. He informed me that after marking, the utility company has a couple of days to confirm, and only then will Xfinity schedule the cable installation.

So to clarify:

• I received a text on 2/3 saying utilities would be marked within 3 days.
• They were not marked until 2/16 (13 days later).
• I was told installation was scheduled for 2/16, which was incorrect.
• I have repeatedly been given inaccurate or misleading status updates by phone and chat support.

I signed up on 1/29. It has now been almost a month without service, and it will be over a month by the time installation actually happens.

I work from home and have been burning through my personal hotspot to stay online. I also have three small children, and we just moved into this home — not having internet has made everything significantly harder.

At this point I need:

1. A clear, accurate timeline.
2. Confirmation of the exact installation date.
3. Escalation to someone who can ensure this is handled correctly.
4. Appropriate credit for the delay and missed appointment.

Can someone from Xfinity please review my account and provide a real update?

Thank you.