Phone lines down after comcast tech visit

I am writing to express serious concerns regarding ongoing issues with our phone service and the multiple unsuccessful attempts to resolve them. This situation began in early December and remains unresolved despite numerous service appointments and considerable time investment on our part.

The sequence of events is as follows:

In early December, we received a communication from Xfinity regarding outdated equipment that needed replacement to avoid service interruption. On December 5th at 10:00 AM, your technician installed a new modem and moved our old modem to the basement to operate the phone lines. Following this installation, we discovered that all phones on our third floor had ceased functioning.

Subsequently, we have experienced a series of failed service attempts:

1. January 6th: A technician visited but was unable to resolve the issue, indicating that a second technician would be required. A follow-up appointment was scheduled.
2. January 9th: During our scheduled 8-10 AM appointment window, no technicians arrived. At approximately 2:00 PM that no technicians were available.
3. January 10th: Technician claimed to have resolved the issue remotely. However, this was incorrect, as the problem requires physical intervention at our premises to address the connection between the old modem and phone lines in the basement.

It is particularly concerning that we maintain a service protection plan at $5.95 per month, which specifically includes "inside home wiring for voice services." The failure to resolve this issue, combined with multiple missed or unsuccessful service appointments, constitutes a breach of our service agreement.

Please contact us as soon as possible to schedule a service appointment with qualified technicians who can properly address the physical wiring issues caused by the initial visit and modem installation.

Thank you for your prompt attention to this matter.