Is [Edited: "Language"] Customer Service Normal with Xfinity? No internet for 2 weeks and 4 cancelled appointments with 7 hours+ on the phone in Broward

I started experiencing interruptions and issues with my internet service that is bulk purchased with my HOA in Broward County, Florida, beginning on 10/25. That morning at 10:11 a.m., I received this text from Xfinity:

"Hi, it's Xfinity Assistant.
We've identified a network performance issue that may be affecting your Xfinity service and needs to be repaired right away. We're actively working to fix it by 10/25/2024 at 12:10 PM. We'll do our best to minimize disruption in the area. During this time, you could experience a service interruption at XXXX NW XXX PL."

A few hours later, I received a follow-up text:

"We've completed work in your area to fix an urgent network performance issue to ensure we deliver the fast, reliable experience you expect. If your service at XXXX NW XXX PL was affected, it should be up and running now. Thanks for your patience and for being an Xfinity customer."

Despite this, I continued to have issues with my internet connection. I called Xfinity support, and the agent informed me that I needed to upgrade my modem, which I could do at the Xfinity store. I also learned that, while I was paying for 300 Mbps service through my HOA, I was only receiving a maximum of 90 Mbps due to my outdated modem.

After picking up the new modem from the Xfinity store, I tried to set it up. However, the Wi-Fi network from the new modem kept disappearing. It would appear on my devices for about 2-3 minutes after a reset and reach speeds of 300 Mbps but then disappear again. After spending over an hour on the phone with Xfinity support, I still couldn’t get it to work. As a software engineer with a degree in electrical engineering, I felt frustrated not being able to diagnose the issue myself.

I eventually scheduled an appointment with Xfinity to set up the new modem. My first appointment was set for Tuesday, 10/29, between 8:00 a.m. and 10:00 a.m. I notified my workplace that I’d be arriving late that morning to accommodate the appointment. However, two days later, Xfinity canceled it.

Fortunately, the cancellation happened on Sunday, 10/27, giving me time to notify my workplace and reschedule the appointment. I called Xfinity to book a second appointment, which was confirmed for Wednesday, 10/30, from 8:00 a.m. to 10:00 a.m. During the call, I specifically asked if there was any chance of another cancellation and was reassured that the technicians would definitely arrive. So, I rearranged my work schedule for Wednesday morning.

When Wednesday morning arrived, I received a text indicating that the technician had supposedly shown up. However, no one actually appeared, and my appointment was canceled again with a message stating the technician had "missed" me. At this point, I wondered if Xfinity employed ghosts or magicians, as the technicians seemed to vanish without a trace.

So, after witnessing this magical disappearing act, I called Xfinity's hotline, but was placed on hold for an agent, so I texted the Xfinity Assistant on the App, which connected me to an agent. I asked why Xfinity did not show up once again and cancelled the appointment without sending anyone but sent me texts indicating that they had a technician on site. I was then escalated with a ticketed case and given a new appointment for that day at 12:00pm-2:00pm. I was again assured that my technician would not miss me, and my case has been escalated.

After witnessing this disappearing act, I called Xfinity's hotline, where I was put on hold. Meanwhile, I also reached out via the Xfinity Assistant on the app, which connected me to an agent. I asked why my appointment was canceled yet again without anyone actually showing up, despite the texts saying a technician was on site. I was then escalated to a case manager and provided with a new appointment for later that day, between 12:00 p.m. and 2:00 p.m., with reassurances that this time the technician would not miss me. I rescheduled with my workplace again to accommodate this new appointment. I had also connected with Xfinity's hotline and the agent on the phone also confirmed that they will show up to my home, and my appointment will not be cancelled.

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So 2:00pm rolls around on 10/30, and I still did not see any Xfinity technicians show up, and I began asking Xfinity Assistant again when they will arrive. That is when the live agent once again assured me that the technicians will show up, and they were already on their way to my home.

After 4:00pm rolls around I started asking when they will show up, that is when Xfinity Assistant completely ignored all my requests and no further response was given so I had to call Xfinity hotline again. They told me that there was no record of my appointment from 12:00-2:00pm on 10/30 and my appointment is scheduled for Saturday November 11/2 at 4:00pm-6:00pm. I have the voice recording of this conversation, and now fast forward to 11/2 and Xfinity still did not send a technician. In fact, I don't even get texts from xfinity regarding appointments anymore. Only notification that my support ticket is still being worked on.

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So I had decided since Xfinity has decided to make my customer experience [Edited: "Language"]. I will be [Edited: "Language"] on removing Xfinity as the internet provider for our HOA of around 60 homes.