New Construction Home / Timeline Question

We recently purchased a new construction home (moved in on April 20, 2026) with the understanding that Xfinity service was available at our new address. Prior to closing, I had been working with a Direct Sales Representative who was coordinating with planning/design/EOS and engineering teams. I was asked to provide documents such as Certificate of Occupancy to fix an issue with address validation, and I was told that things were progressing and that service would be available. Based on this I placed an order on April 2nd, with installation scheduled for April 21.

On the installation day, the technician arrived but advised me that the pole located in front of our home does not have an active connection, the technician attempted a temporary solution but determined signal quality would be degraded and not acceptable. He advised me that he will submit a ticket request for the necessary work to be performed, but could not provide a timeframe.

On April 23, a technician came out to reassess possible connection options from nearby poles. She checked both adjacent poles on either side of my property and confirmed that the distance from these poles exceeds 300ft, therefore no installation or temporary solution could be provided.

She kindly advised that this will need to be forwarded to the appropriate team for pole servicing/construction work as an special request, but was unable to provide an estimated timeline

This has been very frustrating as we moved into our home expecting internet service to be available at our home, especially as we depend heavily on reliable high-speed internet for work 

My questions:

1) The current status and estimated timeframe for completing the required infrastructure for my service address.

2) Any option to have this request/work to be expedited?

Any help would be greatly appreciated, thank you.