Terrible Customer Service, Internet Problem, First-time homeowner blues.

I am writing to express my deep frustration with the service I’ve received as a new customer. I recently purchased a home in Springfield and signed up for Xfinity internet service in late September. Unfortunately, my experience has been disappointing from the very beginning. The technician arrived an hour before the scheduled installation window on a weekday—without prior notice—and hung up on me and my partner when we explained we were still at work. As a result, we went without service until we could pick up the modem ourselves after moving in. At the Xfinity store, we were given a modem incompatible with our internet plan and told it would “hold us over” until the correct one arrived by mail. A week passed with no delivery, so I contacted customer support. Since then, I have spoken with at least four different representatives—each assuring me that the correct modem was on its way. What eventually arrived was only a Wi-Fi adapter, not the modem I was promised. Now, nearly a month later, I have inconsistent internet that regularly disconnects, making it impossible to work from home. Yet I am being billed $95 for a past-due balance and another payment due November 1, despite barely having functional service. To make matters worse, during my latest support chat, an agent tried to sell me a new plan for $20 off if I linked my bank account—rather than fixing the issue at hand. Frankly, I find it unacceptable to be charged nearly $191 for unreliable or nonexistent service, especially after multiple failed attempts to resolve the problem. I’ve also had to make repeated trips to the Xfinity store at my own expense, wasting both time and money. I had expected a smoother experience—especially given how many of my friends use Xfinity—but this has been nothing short of exhausting. Once I settle the current billing period, I intend to cancel my service and move to another provider unless this issue is corrected immediately and the improper charges are removed.