Lodging Formal Complaint (already filed with BBB on 06-08-25 and yet still ignored)

We've been with XFinity for over 1.5 years. Over this time we've had a lot of issues, but this one that started from the beginning takes the cake. And we desperately want to lodge a formal complaint. It doesn't matter if you NOW try to help fix the issue, this needs to be reported to corporate that xfinity has releatedly [Edited: "Language"] the same way over and over again.

See, I have a disabled adult child who is nearly always home. Typically, only leaves the house if I take her to a doctor appointment. Now, when we first set up with xfinity it was a nightmare and a half. Even just setting up the voicemail was absurd. We then found not long later that we weren't getting calls because the voicemail was taking them. So, we set up the voicemail to take six rings to answer. Why? Because we already have an answering maching at home to pick up on the 4th ring. So, why have Xfinity voicemail? Because Xfinity and PG&E are notorious for going down in my area (yes, the company we were with for house phone and internet was so bad that we changed to someone notorious for losing service, that's how bad that alternative has been). So, while power or phone/internet is out, we still need calls answered.

However, multiple times we've found and reported and "allegedly" corrected via tech support, an issue that XFinity is routing calls straight to the voicemail and they aren't reaching the house (not even being picked up by the caller ID). This includes robocalls for doctor appointments and medicine at the pharmacy, actual telehealth appointments, etc. My child almost lost critical medical care due to this, as two reports to our insurance of missed appointments, the insurance then disallows us from going to that provider.

So, we tried yet again. Got promised that the system will not do this anymore. Less than 2 weeks later, there were already SIX new voicemails on the system that were calls that we never actually got, as we've now had to check daily to see if we've missed anything critical. I should also point out that while there is a feature that tells our phone that we have voicemail with Xfinity, that RARELY EVER SHOWS UP! So, we NEVER know without calling.

So, on 6-8-25 I reported this to the BBB. Xfinity is IGNORING the BBB complaint! IGNORING the issue! Still STEALING OUR PHONE CALLS!!! Today is 6/23/25. Several more calls have been stolen by Xfinity and routed to that voicemail. What do we have to do to be treated like human beings by Xfinity instead of numbers?! This issue needs to be fixed and this complaint needs to reach the highest level. Not that this issue happened, but that it has been repeatedly reported, allegedly repeatedly fixed, with no actual results! If Xfinity were my landlord, and this were happening with the plumbing or the roof, I would be within my rights to withhold rent until the issue was actually fixed for good.