Day 15, third failure of the same incorrectly installed drop, 13 tickets, technician no-show after an explicit guarantee Posting for help..

The defect: My drop comes off the pole, goes underground, and transitions to an orange direct burial coax through a connector spliced directly into bare soil. No pedestal. No weatherproof enclosure. The run is roughly 305 feet.

Every heavy rain, water intrudes at that splice and the drop fails. Comcast has replaced this drop twice already. Both times it was reinstalled the exact same way, with the same unprotected connection buried in dirt. This is the third failure. Your own technician confirmed on site that the drop is compromised, that quality readings at the ground block are well out of spec, and that the run length exceeds what a standard drop supports.

What this needs is a construction ticket. Hardline extension, a tap or pedestal set closer to the property, a compliant drop, and any splice inside a weatherproof enclosure. What I keep getting is a service dispatch that reinstalls the same failing configuration.

Where things stand after 15 days:

• 7+ hours on the phone, roughly a dozen reps and supervisors
• 4 escalation tickets and 9 standard tickets
• Zero supervisor callbacks on any of them
• An inside tech support technician was sent to my home after I explained on the call that the fault is in the buried drop outside
• On 8/10 I had an all day window on a special repair order and was told, repeatedly and explicitly, that a technician would arrive and complete the repair that day. Nobody came. No call. The morning of 8/11, it was pushed to 8/12.
• When I called today I was told the ticket is "progressing nicely" and nothing further can be done because a repair is already scheduled.

The part I need help with: I was also told there is area maintenance scheduled for 8/14 that will take my service down. That crew is exactly who can do the work my drop actually requires. I asked for the maintenance job number and the supervisor who owns it, so the drop replacement could be folded into that scope. I was told nobody on the phone has any line of contact to maintenance or field teams, and no details can be provided.

So the situation is that Comcast will be doing plant work in my area in three days, and the customer whose plant defect has failed three times cannot reach anyone who can add fifteen minutes of that crew's time to fix it.

Current impact: service drops several times an hour, 30 seconds to several minutes each. I work from home in a role that requires reliable connectivity. This has cost me meetings and a significant amount of working time, on top of the seven hours spent on the phone.

Separate issue, same account: A rep offered to lower my bill with no service change and no new contract. That call added a service I never authorized and produced a hardware device left outside my gate, which I found damaged. I told a later rep I did not want, need, or agree to it and asked Comcast to retrieve it. I was told a technician would collect it. Two weeks and three Comcast site visits later, nothing. I was then told my options are to drive it to a store or pay UPS myself. I am not spending my own time or money reversing a change I did not make.

What I am asking for:

1. My drop replacement added to the 8/14 maintenance job scope, with the job number and the name of the responsible supervisor and a call to discuss the method of "repair" and confirmation it will be done properly and within specification for distance and type of connection.
2. Confirmation of whether a technician was ever actually dispatched against the 8/10 order, or whether that appointment existed only in the ticketing system
3. Confirmation that the 8/12 appointment has a technician assigned and a dispatch time
4. Credits for the outage period and for the missed appointment
5. The unauthorized service reversed, written confirmation no new term agreement exists on my account, and the equipment picked up at Comcast's expense with confirmation it is off my account

I have photos of the  in ground splice, modem logs, and the full ticket list, and I will provide all of it by DM to anyone who can actually move this.