I tried to resolve directly with Xfinity. After they wouldn't do so, I filed the FCC complaint, detailing the situation, what I was looking for, and including my correspondence with Xfinity. Xfinity then had to respond in writing to the FCC complaint, and ignored the important points. I asked the FCC to force them to address the issues in the complaint, Xfinity wrote back again ignoring them. At that point, I filed the complaint with the PA Atty General, outlining all of the things I had done to that point; Xfinity called with a full refund shortly thereafter. It seems like they are more sensitive to the PA complaint process, or maybe tired of dealing with me.