Complaint Regarding Poor Maintenance Work and Service Interruption

I am writing to express my disappointment with the quality of the maintenance work performed on my Xfinity service.

On the day of the scheduled network maintenance, my internet stopped working immediately afterward. I spent a significant amount of time troubleshooting with customer support, restarting my gateway, testing multiple coaxial outlets throughout my home, and reviewing the gateway's diagnostic information. As someone who works in IT, I verified that my gateway was functioning correctly but was unable to establish a proper DOCSIS connection.

When the technician arrived, he discovered the root cause almost immediately: the exterior coaxial cable connections had not been properly tightened. This issue appears to have been introduced or overlooked during the maintenance work. A simple loose coax connector resulted in a complete loss of internet service.

Additionally, I was disappointed by the condition of the exterior cable distribution area serving our building. The coaxial cables are exposed, tangled together, lying on the ground, and generally unorganized. This creates an unprofessional appearance and makes future maintenance and troubleshooting unnecessarily difficult. It also increases the likelihood of cables being pulled loose or damaged over time.

As a customer, I expect maintenance work to improve service reliability—not create outages due to basic installation errors such as loose connectors.

I respectfully request that Xfinity:

*Review the quality of the maintenance work performed in my area.

*Inspect and properly organize the exterior coaxial distribution cables serving the building.

*Ensure all coaxial connections are properly tightened and weatherproofed.

*Consider providing a service credit for the unnecessary outage and the time I spent troubleshooting an issue that resulted from improper maintenance.

I have been satisfied with Xfinity overall, but this experience was frustrating and preventable. I hope this feedback helps improve workmanship and quality control for future maintenance activities