Urgent: Internet Disconnected Before Agreed Payment Date – Escalation Closed Without Resolution

I contacted Xfinity after my internet service was disconnected even though I had been told by an Xfinity representative that I could make my payment by July 24, 2026, without interruption of service. My household relies on internet-connected medical devices, making the unexpected disconnection an urgent health and safety concern.

After my service was disconnected, I contacted customer service multiple times and repeatedly requested to speak with a supervisor. My requests were denied, and no supervisor was made available.

I also opened an escalation request (Ticket [Edited: "Personal Information"]) on July 15, 2026. The ticket was subsequently marked “Closed” without my service being restored, without my concerns being addressed, and without any explanation as to why it was closed.

I am requesting that Xfinity conduct a thorough review of all call recordings, chat conversations, account notes, and internal communications related to my account. These records should confirm the payment arrangement I was given, my repeated requests to speak with a supervisor, and my efforts to resolve this matter before and after my service was disconnected.

I respectfully request that Xfinity:

• Immediately restore my internet service.
• Honor the payment arrangement I was given allowing payment by July 24, 2026 without interruption of service.
• Review all call recordings, chat transcripts, account notes, and internal communications associated with my account.
• Explain why my service was disconnected before the agreed-upon payment date.
• Explain why my escalation ticket ([Edited: "Personal Information"]) was closed without resolving my issue.
• Explain why I was repeatedly denied the opportunity to speak with a supervisor despite the urgency of my situation.