Entire 4-unit building has been without Xfinity since August 29 - shared infrastructure issue

My entire 4-unit apartment building has been without Xfinity Internet since August 29, 2026, and we still have no service as of September 4.

I have spoken with my neighbors, and the other units in the building are also completely without Xfinity Internet. They have independently contacted Xfinity and reported their service outages as well. This is clearly affecting the entire building rather than being an isolated issue with my modem or individual account.

Xfinity technicians have already come out to the property. They physically investigated the issue, including digging up a line, and told us that the problem appears to be with the equipment/connection that serves the entire building. We were told that a different type of Xfinity technician/crew would need to address the problem and that it had been reported/escalated.

Despite this, we have now been without service for almost a week and the only resolution we have been given is an appointment for another technician to come out on September 18, which is approximately three weeks after the outage began. We are also supposedly on a waitlist to have the appointment moved up if a technician becomes available.

We have repeatedly contacted Xfinity, and the fact that multiple units are affected has been communicated, but we have not been given a meaningful resolution or timeline for repairing the shared infrastructure.

I am asking an Xfinity employee to please review the existing notes and infrastructure ticket and escalate this to the appropriate network/construction/infrastructure team. I do not believe this should continue to be treated as an individual residential modem/service issue when the entire building is affected and technicians have already identified a problem with the shared connection.

I would also like confirmation that the outage is documented as beginning August 29 for purposes of receiving an appropriate billing credit for the entire period we have been without service.

Can someone please review the existing infrastructure ticket, tell me what team is responsible for the repair, and provide an actual status/timeline for getting the building back online?