Outage response

A storm on 4/2/25 broke limbs that ripped our Xfinity Internet from the service pole. On 4/3/25, after a 30 minute session with Xfinity Assistant, I eventually was put in touch with a live agent. The agent said they scheduled my appointment for 4/7 @8am, but the confirmation text said 3-5pm. This is inconvenient as we live in an area with poor cell coverage and rely on Xfinity Internet for WiFi calling, online schoolwork, and remote work.

Today, 4/6/25, we received a text saying our appointment was cancelled! I have no idea why, but another circular 30 minute session with Xfinity Assistant and I was informed there was no outage reported, and no service appointments scheduled. I was able to schedule a new appointment for 4/7/25 and noticed my prior timeslot was still available. I am hopeful that the technician will arrive at the scheduled time and reconnect our service. Otherwise, I will need to look for a new Internet provider.

This ordeal does not make me feel like a valued Xfinity customer. The Xfinity Assistant was not helpful and asked me the same questions repeatedly. The troubleshooting steps were a waste my time as I could see the downed cable. The live agent was polite, but spent more time up selling my service then responding to my issue. And the appointment being unexpectedly cancelled made me angry and frustrated. I have been an Xfinity customer for over 25 years, and I feel with each passing year the customer support gets worse.