Sending an email to your internet service provider about problems can feel like talking to a wall. Many customers become frustrated with Xfinity’s customer service, billing practices, or service quality. Writing an effective complaint email can help you get the results you need.
These 20 email templates show you how to communicate your concerns to get Xfinity’s attention. Each sample gives you a proven format you can modify for your specific situation.
Xfinity Complaint Email Samples
Apply these templates to create your own complaint emails to Xfinity customer service.
1. Service Outage During Important Work Meeting
Subject: Urgent – Repeated Service Outages Affecting My Work
Dear Xfinity Customer Service,
I’m writing about the frequent internet outages at my address (Account #1234567). This morning, my connection dropped during a crucial client meeting, causing me to miss important project deadlines.
These disruptions have occurred daily between 9 AM and 2 PM for the past week. As a remote worker, stable internet is essential for my livelihood. I’ve restarted my modem multiple times and run speed tests showing inconsistent connectivity.
Please investigate this issue immediately and provide a resolution timeline. I expect compensation for lost work time and a concrete plan to prevent future outages.
Looking forward to your prompt response,
Jane Smith
2. Billing Error and Unexpected Rate Increase
Subject: Incorrect Charges on Latest Bill – Resolution Needed
Dear Xfinity Support Team,
My latest bill shows a $50 increase without prior notification. Upon reviewing my account (#7654321), I noticed charges for premium channels I never ordered or accessed.
According to our agreement from March 2024, my monthly rate should be $89.99 for internet and basic cable. The sudden price jump to $139.99 violates this contract. I’ve attached copies of my previous bills and original service agreement for reference.
Please adjust my bill to reflect the correct amount and remove unauthorized charges. I request written confirmation that this won’t happen again.
Best regards,
Michael Johnson
3. Technician No-Show Multiple Times
Subject: Third Missed Service Appointment This Month
Dear Xfinity Customer Care,
I’m extremely disappointed after waiting home three separate times for technicians who never arrived. My account number is 9876543, and I’ve scheduled appointments for March 1st, 8th, and 15th to fix my cable box issues.
Each time, I took time off work during the 4-hour service window. No technician arrived, and no one contacted me about cancellations. This has cost me valuable personal and vacation time.
I need immediate scheduling of a guaranteed appointment and compensation for my lost work hours. This level of service is unacceptable.
Regards,
David Wilson
4. Speed Not Matching Advertised Package
Subject: Internet Speeds Far Below Advertised Rates
Dear Xfinity Support,
I’m paying for your Gigabit Pro plan with promised speeds of 2000 Mbps, but my actual speeds rarely exceed 100 Mbps. My account number is 2468101.
Speed tests conducted at different times show consistently poor performance. This affects my ability to work from home and stream content I’m paying for. I’ve documented these tests over the past month and can provide the data.
Please explain this disparity and either upgrade my service to match advertised speeds or adjust my bill to reflect the actual service level I’m receiving.
Thank you for your attention to this matter,
Sarah Chen
5. Contract Terms Changed Without Notice
Subject: Unauthorized Contract Changes and Price Increase
Dear Xfinity Management,
I’m contacting you regarding unauthorized changes to my service contract (Account #1357924). My original 2-year agreement specified a fixed rate of $79.99 monthly, but my latest bill shows new terms and a $30 increase.
Nobody from Xfinity contacted me about these changes or sought my agreement. This unilateral modification appears to violate consumer protection laws in my state.
I expect immediate restoration of my original contract terms and refund of overcharges from the past two billing cycles.
Sincerely,
Robert Taylor
6. Equipment Rental Fee After Return
Subject: Continued Equipment Charges After Modem Return
Dear Xfinity Billing Department,
I returned my rented modem to your service center on February 15th, 2024, and received confirmation number RT789456. However, my March and April bills still include the $14 monthly rental fee.
I have the return receipt and photos of the equipment return. These continued charges are incorrect and need immediate removal. My account number is 3698521.
Please credit my account for these improper charges and confirm in writing that no further rental fees will appear.
Best wishes,
Lisa Rodriguez
7. Poor Customer Service Experience
Subject: Unacceptable Customer Service Interaction – Supervisor Request
Dear Xfinity Customer Relations,
Yesterday, I spent three hours speaking with five different representatives about my account (#9512357). Each transfer required repeating my issue, and no one could help with my simple billing question.
Your staff repeatedly gave conflicting information about my service plan and available options. One representative even hung up after I asked to speak with a supervisor.
I request a call from a senior customer service manager to address this treatment and resolve my original billing concern.
Regards,
Thomas Anderson
8. Signal Quality Issues
Subject: Persistent TV Signal Problems Requiring Resolution
Dear Xfinity Technical Support,
For three weeks, my TV service has suffered from pixelation, freezing, and audio problems. My account number is 7539514, and these issues affect all channels, particularly during evening hours.
I’ve followed your troubleshooting steps, including resetting the cable box and checking connections. Nothing has improved the situation. This severely impacts my ability to enjoy the service I pay for.
Please schedule a technician to assess signal quality at my location and fix these ongoing problems.
Kind regards,
Maria Garcia
9. App Authentication Problems
Subject: Cannot Access Xfinity Stream App Despite Valid Subscription
Dear Xfinity Digital Support,
My account (#8523697) includes streaming services, but I’ve been unable to log into the Xfinity Stream app for five days. The app keeps showing authentication errors despite correct login credentials.
I’ve deleted and reinstalled the app, cleared cache data, and tried multiple devices. Your phone support couldn’t resolve the issue after two lengthy calls.
Please fix my account access and extend my service period to cover this downtime.
Thanks,
James Lee
10. Security System Malfunction
Subject: Home Security System False Alarms – Immediate Action Required
Dear Xfinity Home Security Team,
My security system (Account #4561237) has triggered false alarms three times this week. Police responded to our home unnecessarily, and I may face fines from local authorities.
All sensors appear properly installed, and no environmental factors are triggering these alarms. This situation creates stress for my family and wastes emergency resources.
I need immediate technical support to prevent further false alarms and compensation for any resulting municipal fines.
Sincerely,
Patricia Moore
11. Bundle Package Discrepancy
Subject: Missing Features from Advertised Bundle Package
Dear Xfinity Sales Department,
I signed up for your Premier Bundle (Account #7894561) based on advertised features including premium sports channels and streaming services. My activated package lacks several promised components.
The sales representative assured me all sports packages were included, but I can’t access MLB Network or NBA League Pass. This missing content represents significant value in my subscription.
Please honor the original package description or adjust my monthly charges accordingly.
Best regards,
Kevin White
12. Installation Damage Claim
Subject: Property Damage During Installation Service
Dear Xfinity Claims Department,
During installation on April 1st, 2024, your technician damaged my home’s exterior siding while running cable lines. My account number is 3216549.
I have photos documenting the damage and an estimate from a local contractor for repairs totaling $450. This should never have happened with professional installation service.
Please arrange payment for repairs or have your authorized contractor fix the damage within the next week.
Regards,
Susan Brown
13. Service Area Transfer Issues
Subject: Service Transfer Problems After Moving
Dear Xfinity Accounts Team,
I requested a service transfer from my old address to my new home three weeks ago (Account #6543219). Despite confirming service availability, my new location still lacks connectivity.
My transfer confirmation email promised service activation by March 25th. I’m paying for unused service and relying on mobile hotspots for essential internet access.
Please expedite my transfer and credit my account for this service gap.
Thank you,
Daniel Kim
14. DVR Content Loss
Subject: Recorded Shows Deleted Without Warning
Dear Xfinity DVR Support,
All recorded content on my DVR disappeared overnight without explanation. My account number is 9876123, and I had over 50 hours of saved programs.
Your phone support suggests a system update caused this loss but offered no solution. Many recordings can’t be replaced as they’re no longer airing.
I expect compensation for this content loss and assurance that future updates won’t delete my recordings.
Best wishes,
Rachel Green
15. Promotional Rate Expiration
Subject: Sudden Rate Change Without Notification
Dear Xfinity Billing Support,
My promotional rate expired this month without any advance notice, causing my bill to jump from $89.99 to $159.99. Account number: 7412589.
Good business practice requires informing customers before such significant price increases. I found no notifications in my email or regular mail about this change.
Please extend my promotional rate for another year or offer a comparable package within my budget.
Sincerely,
Christopher Lee
16. Channel Package Changes
Subject: Popular Channels Removed Without Notice
Dear Xfinity Programming Team,
Several channels included in my package (Account #3697412) disappeared from my lineup yesterday. These channels were key factors in choosing this service level.
No announcement preceded these changes, yet my monthly rate remains unchanged. This represents a reduction in service value without corresponding cost adjustment.
Please restore these channels or reduce my monthly charges to reflect the decreased channel selection.
Kind regards,
Amanda Martinez
17. Auto-Pay Malfunction
Subject: Double Billing Through Auto-Pay System
Dear Xfinity Payment Processing,
Your auto-pay system charged my account twice for April’s service (Account #8529631). This caused overdraft fees from my bank and significant inconvenience.
Bank statements show identical charges processed on April 1st and April 2nd. I need immediate refund of the duplicate payment plus coverage of my $35 overdraft fee.
Please investigate how this happened and prevent future billing errors.
Thanks,
William Foster
18. Service Cancellation Problems
Subject: Unable to Cancel Service – Urgent Resolution Needed
Dear Xfinity Accounts Department,
I’ve tried canceling my service (Account #9632587) for two weeks through phone calls, online chat, and store visits. Each representative gives different instructions, but none can process my cancellation.
My new residence doesn’t offer Xfinity services, yet I’m still being billed. I need immediate account termination and refund of charges since my first cancellation attempt.
Please confirm cancellation and final bill amount within 24 hours.
Regards,
Jennifer Adams
19. Website Access Issues
Subject: Cannot Access Account Management Features Online
Dear Xfinity Web Support,
For the past week, I cannot log into my online account (#7456321) to view bills or manage services. The website shows error messages after password entry despite multiple browser and device attempts.
Your phone support suggested clearing browser data and cookies, but problems persist. This prevents me from managing my account and paying bills efficiently.
Please restore my online account access and extend my payment deadline accordingly.
Best regards,
Michael Thompson
20. Mobile Service Disruption
Subject: Xfinity Mobile Service Quality Decline
Dear Xfinity Mobile Support,
My mobile service (Account #8523697) has experienced frequent drops and poor reception for two weeks. This affects both calls and data usage throughout my coverage area.
Previous service quality was excellent, suggesting a recent network problem. Multiple phone restarts and network setting resets haven’t helped.
Please investigate network issues in my area and provide updates on resolution timeline.
Sincerely,
Elizabeth Parker
Closing Tips: Writing Effective Complaint Emails
These templates demonstrate professional ways to address common Xfinity service issues. Each one states the problem directly, includes important details, and asks for specific solutions. Following similar patterns can help you write complaints that achieve results.
Adapt any template to match your situation by adding your account information and describing your service problems. Stay professional but firm, and save copies of everything you send for your records.