escalation of case - This has been going on Since April.

To the Xfinity Customer Escalation Team,

I am requesting assistance in resolving an ongoing issue that has now been open since April and has required an unreasonable amount of time and effort on my part.

I have contacted Xfinity on four separate occasions to have a cable line buried on my property. Each time, a ticket has been created, yet the outcome is always the same: either the ticket is canceled without explanation, or the technician simply does not show up for the scheduled appointment.

When I call back to inquire about the status, I am required to start the process over from the beginning, explain the entire situation again, and have a new ticket created. There appears to be no continuity or ownership of the issue.

To date, I have:

• Opened four separate service requests
• Waited at home for three separate 4-hour appointment windows
• Waited at home for one additional 2-hour appointment window
• Spent more than 18 hours waiting for appointments
• Spent approximately 45 minutes per call re-explaining the situation, totaling several additional hours of my time

As a customer of more than 15 years, I find this level of service extremely disappointing. The issue itself is relatively straightforward, yet months later it remains unresolved because of repeated process failures, missed commitments, and a lack of follow-through.

I am requesting the following:

1. Immediate assignment of a single point of contact or case owner.
2. Confirmation that the line burial request is active and scheduled.
3. A firm completion date for the work.
4. An explanation as to why multiple prior tickets were canceled or not fulfilled.

I have always considered Xfinity a reliable service provider, but my recent experiences over the past two years have shown a significant decline in customer service and issue resolution.

I would appreciate prompt attention to this matter and a response from someone empowered to bring this issue to closure.

Thank you,