Formal Executive Escalation Requested – Failed Fiber Installation, Unresolved Safety Concerns, and Service Outage

I am requesting escalation to Xfinity’s Executive Customer Relations team regarding an improperly completed fiber-optic cable burial, repeated failures to resolve the issue, and now a complete loss of internet service.

On October 16, 2026, Xfinity completed a new fiber-optic internet installation at my residence. I want to emphasize that the initial installation went well. The technician was professional, the service worked properly, and he explained that the temporary above-ground fiber-optic cable would be buried within two weeks. I have no complaints regarding the original technician or his work.

On October 22, an Xfinity subcontractor arrived to complete the underground installation. The contractor excavated my yard and buried a conduit intended to house the fiber-optic cable. However, the contractor failed to place the cable inside the conduit, leaving it completely exposed on the ground.

We contacted Xfinity to report the incomplete work. Rather than arranging for the subcontractor to correct the issue, we were informed that a supervisor would first need to visit the property to verify that the cable had not been buried.

On Friday, October 23, I contacted Xfinity again to express my dissatisfaction and request expedited resolution. I specifically explained that the subcontractor had already excavated my yard and that I have children and dogs who regularly play in the backyard. I expressed concern about the exposed cable and emphasized the need to resolve the situation promptly.

Despite this, on Saturday, October 24, I received a notification indicating that the issue had been resolved. No corrective work had been performed, and the cable remained exposed.

When we contacted Xfinity again, we were informed that our request for expedited supervisor verification was documented, but no corrective action had been taken.

Today, October 27, our internet service stopped working entirely. Xfinity advised that the problem was outside our home and that the earliest available technician appointment was October 28, between 1:00 and 3:00 p.m.

During that same call, we requested an update on the unresolved cable-burial issue. The representative stated that there were no open service tickets associated with our account.

This sequence of events is unacceptable.

I understand that mistakes happen, and I recognize that the original installation was performed properly. My frustration is with the subcontractor’s failure to complete the underground installation and Xfinity’s subsequent failure to address a repeatedly reported problem.

I made multiple good-faith attempts to get this corrected, specifically requested expedited action, and communicated concerns about the exposed cable in an area used by my children and pets.

Instead of receiving a resolution, I received a notification that the issue was resolved when it was not, followed by a complete loss of internet service.

I am requesting the following:

1. Escalation to Executive Customer Relations and assignment of a representative responsible for coordinating resolution.
2. Expedited restoration of internet service.
3. Prompt completion of the underground fiber installation, including properly routing the cable through the installed conduit.
4. An explanation of why the original service request was closed without the work being completed.
5. Written confirmation of a corrective-action plan and anticipated completion dates.
6. Appropriate billing credits and goodwill compensation for the service interruption, repeated inconvenience, and poor handling of this matter.

I expect a substantive response and a concrete corrective-action plan within one business day.

I have already made multiple attempts to resolve this through normal customer service channels. If Xfinity cannot provide a timely and satisfactory resolution, I am prepared to file a formal complaint with the Federal Communications Commission.

Please have an appropriate representative contact me to coordinate resolution. I can provide account information, photographs, and additional documentation through private messaging.

Again, I want to reiterate that my complaint is not directed at the original installation technician. My concerns are with the incomplete underground work and Xfinity’s handling of the issue afterward.