Post the requested info from here;
Hello, aricfowler. Welcome to the Xfinity Forums!
I'm sorry to hear your family is having connection issues while you are away, and I would be more than happy to help. In the meantime, we advise that you continue to pay your regular bill and we will compensate you appropriately once the issue has been resolved. Please send me a private message with your first and last name, as well as your service address so I can assist.
To send a private message, click my name "ComcastTambrey", then click "send a message".