Charged for 2 Gbps but getting less than half — open Construction ticket #[Edited] never completed

Hi, I'm hoping the Digital Care team can help with a billing and service issue that front-line support hasn't resolved. Happy to share my account details privately.

The problem, in short: I'm being billed for the 2 Gbps plan but consistently getting less than half that speed, lower than what I used to get on my old plan, and a repair that Xfinity's own technician diagnosed has still not been completed.

What happened:
On June 18, 2026, technician Albert (badge [Edited: "Personal Information"]) spent about two hours on site diagnosing my below-contract speeds. He identified three issues:

1. Low downstream signal on the tap feeding my home (noted as the 17/8 tap running low), with the fix being a new tap installed at a nearby location on my street.
2. A damaged coax run from that junction box to my house (scraped and water-affected), causing a major speed drop.
3. My modem was not grounded.

Albert grounded the modem on site and filed two Construction tickets for the rest — one to replace the damaged coax, and ticket #[Edited: "Personal Information"] for the new tap install to fix the low signal.

Where things stand:
The damaged cable has since been replaced, but the tap install under ticket #[Edited: "Personal Information"] has never been done. Since that low signal was one of the main causes Albert flagged, my speeds are still well below what I'm paying for. Additional technician visits haven't helped because this core Construction job is still open.

Billing: I previously paid $70/month for 1 Gbps. This month I was charged $140 for the 2 Gbps plan, but I'm not receiving even half that speed. I'd like a $70 credit for this cycle to reflect the service I actually got.

Two requests:
1. Apply a $70 credit to this month's bill.
2. Get ticket #[Edited: "Personal Information"] completed and give me a scheduled date so my speeds reach the contracted level.

Could you confirm the current status of ticket #[Edited: "Personal Information"]? I have Albert's on-site photos of the ticket and can provide account details in a private message. Thanks for the help.