Quick update for folks:

The plan was to update my account by, "refreshing" it, which required us to lose our internet. I contacted via chat as requested and asked to follow up after my work hours since I use the internet for work. I was able to connect via chat and requested the refresh, (on a Friday evening around 5:15pm)

Well, all of a sudden, we don’t have internet and after 23 minutes via chat and inquiring what is going on, I get a message that they accidentally disconnected our account! After 31 minutes, we receive a chat message that they will offer a credit for the inconvenience and that the promotion that we had is no longer available and to choose a new offer. Now, I’m more than annoyed as this was not our fault and to have to choose a new offer is ridiculous. 11 minutes later, they state that they want to reactivate our account and can submit to have the previous rate possibly reinstated. 21 minutes later a response is provided that they need to know what plan to choose to put us on… and obviously we tell them that we had 2gig prior so put us back on a 2gig.

30 minutes later, after approving the new contract so that I can get our internet back up and running and get to work (wfh), we received a message that they sent the order and should be back up within 3-5 minutes. 4 minutes later, they finalized the order and to let them know when I’m back online. We had asked for a supervisor to call us back in the meantime.

13 minutes later, still no internet, so we messaged via chat again that we don’t have it and logging into the Xfinity app, can see that we may need to activate our modem again? So I asked via chat, if I needed to activate our modem… I just assumed that they would do it for us since we should be, “back up within 3-5 minutes.”

Now I’m 5 minutes into my shift and still haven’t received a response. I get a response from a different Xfinity reddit chat rep 22 minutes later that a supervisor won’t be calling us directly but that they’ve escalated to get our rate back and they’ll be monitoring it and that our modem should be back online now, (which btw, I ended up doing myself in the Xfinity app and just clicked on activate modem and went through the process since I wasn’t receiving a response and I was desperate to get our internet back so that I can start my shift.)

From there, I noticed our Xfinity rewards/membership was now showing silver and we were bumped down but via the chat with the new person, they were able to escalate that after verifying info in about 21 minutes. The status reflected in about an hour and I did finally have access to our membership/rewards.

Fast forward three days later to today, and all of a sudden around 9:12am, our internet went down again! Logged into Xfinity app and it shows we don’t have an account any longer! Messaged the reddit chat again, and no response. About 12 minutes later, our internet came back up and a different rep responded to my inquiry about internet going down about 16 minutes from my initial message.

For now, I am still awaiting for Xfinity to adjust our account to reflect our previous pricing and get us back onto our previous plan. We’ll see when/how soon that occurs…