Hello and Thank you! First, I’m so glad you chose us as your provider, thank you! 2nd, I’m very sorry for this experience with service being down and no communication from us. That is not the experience we want for our customers. Can you please send me a PM with your first and last name so I may further assist you? To send a private message, please click my name "ComcastThomasF" then select "Send a Message" on the right side.