New Underground Cable Installation Delays

I have had problems with the quality of my Xfinity internet and TV cable service for the last TWO years. Numerous technicians have visited my house, installed new hardware, and removed hardware, hoping to solve my problems. In each instance, the conclusion has been that my underground cable is failing and I need a new cable installed. Several of the technicians told me that they would place an order for the new installation but none have followed through.

In October, 2024, I finally decided to schedule another technician visit and got him to provide me with a confirmation order. He said that the the new cable would be installed within two weeks. The "One Drop Success" text that I received provided this confirmation code: D24OCT15220415OOOOIFEDAK092BP. When the new cable wasn't installed in November or December, I called Xfinity to see what had happened. The customer represented I talked to said that she didn't know why the installation didn't take place but she scheduled a new installation date of January 3, 2025. The confirmation number was: 1000994548752080. Yesterday came and went and no installation crew showed up so the cable is still not installed. I didn't receive any notification from Xfinity that the installation would not be done yesterday, so I am in the dark as to why it did not happen. As an aside, my nextdoor neighbor had a new cable line installed this past summer but for some reason, Xfinity decided not to install my line at the same time, even knowing that it had to be replaced.

My Xfinity service continues to degrade, with unreliable internet service, which I need for my work, and TV/DVR service that drops in/out. I have been a loyal Xfinity customer for over 30+ years but this level of service is not worth the escalating prices that I am paying each year. It may be time for me to switch to a streaming service and another internet provider like so many others have done in order to regain the reliability that I need.

I am going to send these same details to the Federal Trade Commission (FTC) and the Better Business Bureau (BBB) in the hope of receiving a speedy resolution to my problems. Two years is too long to wait for what should be a routine fix to an expensive service.

Thank you for addressing my concerns and providing any information that may explain why there have been so many delays.