Your issue has been escalated to the Comcast Team available to the Forums. A member of that team will reply to your post as quickly as they are able, so check back often.
In the meantime, please do not send a PM to an Official Employee unless requested because it is against the Forum Guidelines and the Acceptable Use Policy. You can read about our PM Policy here.
Thank you for posting to the Xfinity Forums. We appreciate you bringing this to our attention and will get this taken care of ASAP. I'll need to gather a few pieces of information so we can contact your local techs. Please send a private message including the full name as it appears on the account and your full name if different? To send a Private Message, please click "Comcast_Support” and click “send a message".