Escalation Request – Unresolved Service Issue with Buried Line Installation

I am escalating this issue because all normal customer support channels have failed to resolve it. Please ensure that this matter is reviewed at the executive level.

Several months ago, a new internet line was installed from the street to my house. This line was supposed to be buried, yet it remains exposed.

• After two weeks, I called customer support and was told the work would be completed that week.

• Two weeks later, I called again and received the same assurance.

• I have now repeated this process eight times over the course of three months.

• On multiple occasions, I was given a specific appointment window, stayed home to ensure access, and yet no one arrived.

Each time, I have been given the same scripted response with no follow-through. Even when my calls were “escalated to a manager,” the promised resolution never occurred.

I am now requesting direct executive intervention from Comcast leadership, including:

• Brian L. Roberts – Chairman & Chief Executive Officer

• Michael J. Cavanagh – President

• Jason S. Armstrong – Chief Financial Officer

• Dave Watson – CEO, Connectivity & Platforms 

• Steven Croney – COO, Connectivity & Platforms 

At this point, the situation is unacceptable. I am requesting immediate action to:

1. Schedule and complete the burial of the line without further delay.

2. Provide a clear point of contact who will ensure accountability until this work is completed.

I have been a loyal Comcast/Xfinity customer, but this experience has been extremely disappointing. I respectfully ask that this issue be addressed immediately and will look forward to confirmation of a scheduled date when the line will be buried.