Executive Customer Relations Escalation – Repeated Failure to Honor WiFi Extender Authorization

I am requesting escalation to Executive Customer Relations regarding a repeated failure to honor an equipment authorization on my account.

I have Xfinity 1 Gig Internet and Xfinity Pro and have documented inadequate WiFi coverage in my basement, including inability to reliably stream 4K.

Xfinity customer service told me that free mesh WiFi extenders were authorized and instructed me to leave work and go to an Xfinity store to pick them up. I did so, but the store refused to provide them despite the authorization.

I then spent additional time with Xfinity chat. A representative specifically told me they could ship an extender at no cost and sent me an approval for shipment to my home. I completed that approval.

The shipment was never placed.

When I contacted Xfinity again to check the status, I was once again told to wait seven days, go back to the store, or restart the assessment process.

I have now spent weeks going in circles because different parts of Xfinity are refusing to honor commitments made by other parts of Xfinity.

I am requesting Executive Customer Relations intervene and provide the following resolution:

1. Ship TWO authorized mesh WiFi extenders directly to my home at no charge immediately.
2. Provide an actual order and shipment confirmation number.
3. Apply an appropriate account credit for the repeated failed commitments, wasted time, unnecessary store trip, and continued poor whole-home WiFi coverage.

I have screenshots documenting the authorizations and contradictory instructions and can provide them privately.

Please escalate this to the appropriate corporate team rather than routing me back through standard customer service.