3-Month Outage, FCC Complaint Filed, Underground Repair Canceled With No Explanation — Need Digital Care Team Escalation

I've been without internet service at my home for nearly three months due to a failed underground line. I've been billed throughout this entire period despite receiving no service.

Timeline so far:

• Outage began: 7/15/2026
• Multiple service calls and troubleshooting attempts with no resolution (5+ reps to house, 15+ customer service calls, 2 underground teams)
• Filed an FCC informal complaint on it
• An Executive Customer Relations representative contacted me after the FCC complaint and confirmed a scheduled underground repair crew had been canceled with no explanation and no rescheduled date (on 9/17, no update since and he said he would get back to me)
• I am still without service as of today, with no new appointment on the calendar
• Called Customer service today to get some updates and after asking to get escalated to executive team or manager got hung up on after 45 min of waiting on hold.

This outage has also halted progress on a home-based business I operate (registered LLC at this address), which depends on a reliable connection to function.