Ongoing Xfinity Outage: 11 Months, 300+ Support Contacts, Still No Resolution—What Can Actually Be Done?

After nearly a year, there are still no answers or solutions for the ongoing Xfinity outages in my home since November 18, 2024. I’ve had over 30 technicians in my house, about 75 different teams sent to the utility pole across the street, three local supervisors involved, and have spent hundreds of hours trying to get updates from the main Xfinity support line, almost always without results. I’ve repeatedly driven over an hour to the store, replaced my modem five times, rewired my house and even underground lines—all while being expected to pay my bill in full.
Despite being promised multiple times that a fix would happen by the end of September, I was just told yesterday that the cause of the issue is still unclear and no solution is on the horizon. Local supervisors have stopped answering calls and messages, and told me not to schedule further technician visits, insisting I only contact them directly—yet they now ignore my outreach, leaving messages on read. Xfinity’s main phone support claims I need to go to the store, but the store staff tell me to call the main support number; every person gives a different story just to secure a positive customer review.
I intentionally withheld payment for the last few months because I was told a resolution would come in September, along with a credit covering my outstanding balance and upcoming charges. However, my service was shut off anyway, with no credit issued, contrary to what I was promised. Today alone, I spent over five hours trying to get answers to three simple questions: can my internet be restored, when will the credit be issued, and when will the outage be fixed. No one gave me clear answers, and my case remains unresolved.
I have ticket numbers (JB, CR, ECM), 300 days of chat history with Xfinity’s Reddit team, text logs with supervisors, and hundreds of screenshots documenting the problem. I am asking for a true escalation—can someone please actually move this forward, or share what finally worked if anyone else has endured a similar situation? I simply want to know who I should go to next and what can actually be done to resolve this.