Pixelated screen for 4 weeks from the hours of 2pm-8pm EST

Hello,

Xfinity recently conducted an “upgrade” in my neighborhood. Since that time, I have not been able to access television service between 2:00 p.m. and 8:00 p.m. each day for the past month. My televisions are brand new, so this appears to be a network issue rather than a problem with my equipment.

A technician came out to inspect the outside cable lines and confirmed they were fine. However, he replaced my newer modem with an older, refurbished XB7 model. Since that replacement, my internet coverage has significantly decreased, and I no longer have reliable service in my living room or bedrooms.

As a Platinum member, I’m concerned that I was given an outdated refurbished modem/router instead of a newer model, such as the XB10. I only realized today that the replacement device was an older model.

I have another technician scheduled to come tomorrow, Saturday, February 14th, between 3:00 and 5:00 p.m. I would like clarification in advance:

• Will I receive a new modem/router?

• How exactly will the technician resolve the ongoing network issue that is affecting my TV service during peak hours?

In addition, I have a significantly high monthly cable bill and have been unable to watch television for 4 weeks. I am very disheartened by this entire situation. It has taken hours on the phone trying to get this resolved, and I am exhausted.

I would appreciate a clear plan for resolution and appropriate billing consideration given the extended service disruption.

Thank you.