Xfinity support will not fix my service, will not answer phone calls over the course of years

I'm sick of this awful service, but there are no other ISP options where I live once AT&T and Comcast agreed to not compete in our market. Initially was forced to make an entirely new customer account in 2015 when tech support refused to allow me to transfer my existing service following a move. 

At this time, a third party contractor was sent to my home to install the service, but he refused to do so as he said our home was not wired for cable (this is not true, we had cable service through our local provider that Comcast bought out and then cancelled our service). This contractor hooked up the gateway to the junction box by the utility pole by the main road (~120m from our house). He left the gateway inside a clear trash bag and tied the bag to the utility pole and said that was all he could do. Despite repeated calls to Comcast support, no one would send anyone else to our home. I needed internet service (I work remote). I opened the bag and taped it up and ran 200 feet of Ethernet cord across the property into an open window and into my personal router just to get working service.

I made multiple calls daily to tech support, each time wasting hours attempting to describe my issues to support reps that didn't care or were not equipped to handle an issue that went beyond a gateway reboot. After 2 months, the condensation in the trash bag finally killed the gateway. I called support and then sent out a different contractor (in Nissan Altima with 4 spare tires attached) and he had a trunk full of self-install kit boxes. This contractor said he doesn't do in-home installs and could not help us. He left a self-install kit and I hooked it up in place of the dead gateway. More calls to support with zero help offered.

Eventually, I just spliced into the coax cable and did a run to the home myself so the gateway did not have to be left permanently outside (and 100+m away from the home itself). During all of this, I experience service drops all during the day. Support had me get a new gateway, but it did not fix the problem. I also got tired of paying rental fees and bought my own Motorola Surfboard and had it provisioned. The service still had daily dropouts/desyncs, but now phone support exclusively blamed my modem/hardware. I tried to e-mail signal readouts to support to no positive benefit. I also changed my service to business class in late 2016 to try and avoid the newly imposed 100GB data cap in our market. I still could not get tech support to help me and I eventually dropped business class sometime in 2017 when Xfinity began offering the $30/month data cap ransom fee.

The daily dropouts continued with no help (and each new call to support taking longer and longer and I have to re-cap the entire years-long ordeal to support reps). I ended up losing my job (video editing) over the inability to deliver finished work by deadlines due being unable to sustain uploads between daily desyncs/service outages. I just gave up as there are no other options and you need internet to survive. The dropouts got even worse during and after COVID.

At some point in mid-2024, I started getting multiple billed for several gateways and had to fight phone support to get these dropped over the course of a few months. Late in 2024, during one of these support calls begging for help, one of the phone reps agreed to dispatch a support technician to my home in exchange for me signing up for XFi Complete service and to stop using my own modem (I was told that each of my Arris SB8200 modems, my Arris S33, and Arris 34 modems were not authorized for Comcast use and were the cause of my outages). Switching to XFi did not fix my desyncs/drops.

For the first time since I signed up for service at this address in 2015, an actual support tech in an Xfinity-branded vehicle showed up to my home for the first time in mid-late December 2024. He allowed me to explain the truncated version of the whole ordeal. He checked my house and said it was was wired properly for cable service (so we just went without TV for years while Comcast said our home didn't work). He also offered to run a new drop from the junction box by the street and he actually ran the line inside the home so we could have the modem where our computers/TVs were instead of 100 yards away in the garage). All of this took him less than 20 minutes and no special tools beyond his crimpers.

He had not arrived at our home until after 7pm on account of other service calls (and he is dispatched from more than 100 miles from our home) so we felt bad for him being there so late. He left our home early and he waited for the XFI gateway (XB8) to sync after being provisioned. It worked, but also started dropping out almost immediately like every time before. After more phone calls, the same tech was dispatched to our home again and I gave him the printouts of the signal strength numbers across the last 5-6 months and he confirmed that multiple channels were out of spec. He verified with his tools and saw the drops in real time. He explained that he could do nothing to fix this as it was a problem that existed in the system prior to our home and that he would place a request for the next tier of technician to stop by.

Another week or so later, a young man in an Xfinity truck arrived near our scheduled appointment, but he wouldn't speak to me and seemed incredibly agitated to be there and kept saying that the other techs were stupid for not seeing the obvious problems. I did not want to make him more upset so I left and went back inside and then he drove off. The outages still continued. After more calls and promises, a different installer/tech was sent to our home and he agreed with everything the first tech said to me and explained that he didn't have the power to fix this but a higher-tier tech would have to do it. A couple of days later I saw those guys arguing by the utility pole. The under tech came back to me and explained that there are bigger issues but not enough people are subscribed where I live so he recommended that we cancel our service as it is not likely to ever be fixed.

Fast forward through more support calls from me and months of continued daily dropouts and I have no idea what I am supposed to do. When I call into the Xfinity support phone number as of late-July/August 2025, the automated system recognizes my phone number/account and then tells me that phone reps are unable top assist me and technicians will fix service shortly and the phone always hangs up on me. I can't even call in to cancel the service. Is there some sort of magic word or trick to get someone at this company to care? Our new neighbors moved in this year and tried to order a personal 10GB fiber drop to the house and after 3 months, he had to move when they couldn't get him connected. One of the contractor trucks and an excavator is still parked in our yard (they asked to use our driveway to get to the neighbors house due to problems with the easement close to the home) over a month later and I don't know what to do.

I'm just tired and would like to have working internet for once (and not have the bill go up every time support tells me a speed/equipment upgrade will fix my issues). I'm completely lost. I'm sorry for for all these words.