Months of Internet Issues and Billing Hassles ... and still not reliably achieving the speed we pay for

This timeline highlights ongoing service challenges, billing errors, and customer service inefficiencies that I’ve experienced in recent months:

November-December: Began experiencing buffering and occasional disconnects while streaming. Assumed Xfinity upgrades were in progress due to numerous work vehicles in the neighborhood.

January 18: Troubleshooting via Xfinity chatbot led to scheduling a technician visit for January 20.

January 20: Technician replaced connectors at the service box and cable entry. Advised to follow up if issues persisted.

January 24: Speed issues persisted. Contacted Xfinity supervisor about continued poor signal quality; another technician visit scheduled.

January 29: Second technician replaced outdated splitters and disconnected unused cable runs.

February 6: Speed issues persisted. Technician installed an Xfinity router temporarily, confirming speeds matched service level. Replaced a cable end at the tap. Began capturing speed test screenshots.

February 7: A Senior field technician identified neighborhood interference as the likely cause, expected resolution by March 21 with equipment upgrades.

February 14: Discovered an erroneous $100 charge for temporary activation of the Xfinity Gateway on February 6.

February 16: Engaged in a two-hour chat to dispute the $100 charge. During the conversation, the agent misled us into switching plans instead of simply viewing plan details as expected. This resulted in an unauthorized $93.38 charge and an iPad order.

February 17: Contacted Xfinity to revert to the original plan and address billing issues. While $100 charge was removed, the iPad had already shipped and required return for credit.

February 19: Attempted to returned unopened iPad shipment at the Tukwila Xfinity store. The greeting employee reported being unable to take the return as the return option was unavailable on the system, and I was advised to contact Xfinity for a UPS label.

After unsuccessful attempts to generate a label independently, I returned to the store and was directed to call Xfinity support, which informed me that the store should accept the return, and if not to escalate the issue to their supervisor. With support still on the line, I had the employee direct me to their supervisor, who also failed to process the return and seemed uninterested in resolving the situation. Xfinity support then arranged for a shipping label to be emailed. Throughout the incident, store staff showed minimal concern for the inconvenience.

Later that evening, a FedEx shipping label was received, and the unopened iPad was prepared for return. 

February 20: Dropped off iPad shipment at a FedEx location.

March 4: Initiated chat to remove a $25 line fee for the returned tablet. Directed to call Xfinity Mobile, where the request was processed with additional attempts to upsell service plan.

March 24: The interference issues identified during the February 7 technician visit appear to have been resolved by the Xfinity upgrades made earlier this month as predicted. However, we are still observing speed test results ranging from approximately 90 Mbps to 700 Mbps. While this no longer prevents us from using internet services, I’m wondering if such fluctuations are normal? We don't seem to consistently get the speed that we pay for.