Excited for the brand new fiber Xfinity connections! What could go wrong? EVERYTHING!

As a new Xfinity customer, I was excited to see that brand new service was being installed in my area!  The 1.5 days my service worked it worked great.  However when it is not working, it is impossible to get any service or any truthful information from support.  I find it very concerning when all the service tools (AI assistant and offshore tech support) basically lie to you, tell you a support ticket is open, give you a ticket number, a date, and a time window only to find out someone cancels the ticket and never tells you.  So not only did the initial sign-up error and I had to call tech support to even sign up, I am going on day 9 with non-working service and it only worked 1.5 days.

I understand that a new fiber run has potential for issues, but the biggest problem I have is the support technology does not work (I can't tell you how many times I have seen this message "Sorry, there was a problem..." If the website errors out or if the AI assistant gets stuck in a loop you should be able to exit that loop or get transferred to a human without being forced to logout and go through the same process with the exact same error again.)  My biggest concern is what I can only describe as inaccurate information (I think LIES is too strong of a word, but it sure seems that way.)  I have more than 4 calls and the same number of tickets into support in a week's time trying to get my service fixed.  I receive service ticket numbers, and service dates and times.  I even click on the link the automated system sends me and validate that the "new" service ticket shows.  Only for it to disappear (3 times now and counting) from my account.  I was told today that the previous support contacts gave me "false information" in order to "end the call quickly" despite the fact that I had multiple service ticket numbers to reference.  This is the 4th day I have taken off work for a "scheduled" service and called into support to only be told that my service ticket was closed or not properly opened.  How can a company simply close/cancel a service ticket without ever bothering to contact me?  The only good news is that the one day someone did come to install my service, they ran into issues but was able to work through the day to ensure that the install and service was working when they left.  However Xfinity missed the initial install date with no communication (was told that was due to some system error and my profile not being created correctly.)  Then the next week my service finally was installed (and finally working by the end of the day.) only to stop working completely 1.5 days later.  I should have realized there was a problem when a portable generator was used to power the pedestal rather than permanent power (which has since been fixed.)  Then the 3 service tickets I have opened since then magically do not exist when I call (since nobody came for service OR contacted me that the service call was canceled.)

At this point I am beyond frustrated.  Xfinity is quick to take initial payment and send me a bill that is due in 30 days, but for what? Less than 48h of usable service?  Again, I completely understand that a new service will have issues.  The problem I have is the complete lack of communication and misinformation about service tickets being opened and then not being there (for example the service ticket that was opened today after a 1h 45m call is now magically gone...again.)  I actually found out that there are issues with the current new system.  Great.  TELL ME THAT!  Tell me that there are issues and Xfinity is working to resolve them.  Don't make me call every day.  Don't make me take 4 plus days off work for no-shows.  In a company that forces people to use mobile apps and text messaging for support, you can't tell me that if there is a service issue that does not immediately appear on my account based on the line and TAP I am connected to?  Just tell me there is a problem being worked on.  Don't create fake tickets.  And figure out why your tickets appear while I am on the phone with service (verified while online) then disappear when I hang up only to show "Sorry, there was a problem" when trying to check and validate the appointment date/time.)  If Xfinity updates or cancels the appointment at least CALL ME or show in the Xfinity site that the ticket DID exist but was canceled for some reason.  

At this point I am about ready to issue a stop payment on my bill (for a whopping 1.5 days) or cancel my service completely.  Again I want to work with Xfinity but the ability to service my account and the lack of any valid communication or information is the worst I have ever seen.

Normally I do not write reviews.  Normally I am laid back but this whole experience as a customer has been nothing but problems from the start.  Just be honest with me, work on the fiber issue and let me know when it's fixed.  And I WILL NOT be home for the supposed service call that was set up, which I stated I would not be home, but can no longer see on Xfinity.com to validate it is still actually scheduled or change my date if it is scheduled. Oh, and don't charge me for something that doesn't work.

Looking forward to real information and real resolution.

Regards, a new customer who really does what to welcome Xfinity into my home.  Thanks.