Existing Ticket – Construction Engineering Escalation Needed

I need assistance escalating an existing Xfinity serviceability/construction request for my residence.

My original ticket number is <Edited: "Personal Information">

Xfinity recently extended service along the road serving our property. Our residence is more than approximately 300 feet from the Xfinity facilities at the road, so a standard residential installation cannot be completed without a construction evaluation.

We have now had two Xfinity technicians visit the property. During the second visit, the technician checked the status of

<Edited: "Personal Information">

and was told by Xfinity support that the ticket had been closed, even though no construction representative had contacted us or evaluated the property. Support told the technician that the ticket would be reopened.

The technician also contacted his supervisor while at our property, explained the situation, and the supervisor indicated that someone would call me regarding the construction evaluation. I have not received that call.

I do not need another standard installation technician dispatched to the property. We have already established twice that a standard technician cannot resolve this.

I need ticket HS 5071469 confirmed as open and escalated to the appropriate Xfinity Construction Engineering/serviceability team for an on-site evaluation.

I understand that additional construction may be required because of the distance from the road. I am willing to pay reasonable construction costs to obtain a dedicated hardline connection to the residence.

I am requesting confirmation that HS 5071469 is open and assigned to the appropriate construction/serviceability team, an on-site construction survey to determine whether coax or fiber can be extended to the residence, an estimate of any customer construction contribution required, and a reasonable timeline if the project is feasible.

I am ready to proceed if Xfinity can provide a technically feasible solution. What I need now is ownership of this existing case by the appropriate construction team and a clear next step.