Formal Escalation: Unresolved Line Replacement — 3+ Weeks, No Contractor Contact

To Xfinity Executive Customer Relations:

I am writing to formally escalate a service failure that has now persisted for over three weeks with no resolution in sight.

On April 8, a technician visited my home and diagnosed the problem with my internet service: the line coming into my house needs to be replaced. He opened a ticket and told me a third-party contractor would contact me to schedule the repair.

What has happened since is a pattern of systemic failures:

• No notification was ever sent, yet a technician appeared unannounced at my home approximately one week later. I was not home. No attempt was made to reschedule.

• I spent hours in chat with Xfinity. Reps had no record of any open ticket or scheduled appointment. One rep promised a 5 PM appointment on Monday, April 24. No one arrived. Multiple reps during follow-up chats contradicted each other — some said no appointment existed, others said a tech was en route.

• A technician arrived at 2 PM on Tuesday, April 25 with no knowledge of the diagnosed problem. He asked me to re-explain the issue from scratch. This was not a repair appointment — it was a repeat diagnosis visit. He escalated to a service manager.

• The service manager initially had no record of the escalation. To his credit, he did follow up in a timely manner and confirmed that the ticket is still open. However, as of today, I have still not received any contact from the third-party contractor to schedule the line replacement.

My internet continues to go out for several hours each day. I work from home so this is a major issue, not just an inconvience. The diagnosis is not in dispute. The repair has been authorized. The only thing missing is someone actually showing up to do the work.

I am requesting:
1. A confirmed appointment with the third-party contractor to replace the line — with 24-hour advance notification
2. A full pro-rated service credit from the date of original diagnosis for each day of degraded or lost service
3. A single point-of-contact owner for this repair who can provide status updates through to completion

If this is not resolved within 5 business days, I will be filing complaints with the FCC and the NJ Board of Public Utilities, and exploring service alternatives.

Please respond to this email with a confirmed resolution plan.

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