MDV BOX NEEDED

Recurring Internet and Cable Outages — Technician-Identified Building Infrastructure Issue Requiring Construction Escalation

I need help escalating a recurring Xfinity service issue at my condominium building. This has been an ongoing problem, and repeated outages are significantly affecting my ability to work from home and my personal life.

Both my Xfinity internet and cable TV have gone out numerous times. My modem indicates that it is losing its connection, and the outages have continued despite multiple technician visits.

There is an amplifier located in the basement of our condominium building. Two Xfinity technicians have told us that the MDV box located on the exterior of the building needs to be relocated inside, requiring construction work by Xfinity.

Despite these technician findings, I have been unable to get anywhere with Xfinity chat. Representatives have not understood the underlying issue or arranged for the appropriate team to address the required work. I continue to experience outages without a resolution.

This is not simply a request for another routine service appointment or modem troubleshooting. Two technicians have identified a physical infrastructure issue that requires further work. I need this escalated to the appropriate network infrastructure, construction, or MDU team that can review the technicians’ findings and coordinate the necessary work.

I am requesting the following:

1. A review of the previous technician visits and their findings regarding the exterior box and basement amplifier.
2. Confirmation that the required construction or infrastructure work has been documented in a work order or escalation ticket.
3. Assignment to the appropriate team authorized to evaluate and complete the necessary relocation work.
4. A clear update on the current status, who is responsible for the next steps, and the expected timeline.
5. Confirmation of whether coordination with our condominium association or building management is required.

I have spent considerable time trying to resolve this through standard customer service channels, without success. I need someone to take ownership of the issue and help move it toward a permanent resolution, rather than continuing to send technicians who cannot complete the required work.

Please help escalate this to the correct team and let me know what information is needed to move forward. I can provide my service address, account details, and information about the previous technician visits privately.

Thank you.