Repair work falsely reported as complete

Our home internet service connection has deteriorated, to the point where it cuts out frequently, often 20-30 times daily.  I telework, and I have on many days had to abandon my home internet service altogether for work purposes, because I cannot get through calls without dropping connection.  I have had to instead work via a hotspot on a mobile phone.

An Xfinity technician came to investigate on October 11 and quickly determined that we needed a new line from the street pedestal to our home.  The order was for a new wire, to be installed with in-ground conduit.  He scheduled the work, and I quickly got confirmation, along with notifications on next steps.  The work was scheduled for November 14.

Abruptly, on October 17, while we were away for the weekend, I received an email indicating that the work had been completed.  Upon returning home on October 19, I checked the box outside our home, and I saw conduit coming out of the ground, which seemed to verify that the work was indeed done.

The following morning, I found that our connection was still in bad shape.  Checking our modem's status and logs, I saw that the issues that prompted the earlier visit were still present.  So, I reached out to Xfinity to get someone to come check it out, as apparently the new cable did not fix the problem.  The Xfinity representative spent about 40 minutes arguing with me and refusing to send someone out, stressing that the fix had already been completed.  Eventually a supervisor scheduled a technician visit for me.

The technician came on October 22.  He quickly found that our underground had not been replaced at all.  Indeed, he found that the crew had simply taken a two foot piece of conduit and stuck it in the ground by our connection box, to give the appearance that the work had been done.  It was actually the very same cable still in place.  They just stuck the pipe in the ground, to conceal that they had done nothing.  They marked the job as complete, falsely stating that they had replaced our cable, when they had not.  The technician verified that our connection was still poor and that a new line was indeed needed.  He tried to schedule a new work order, but had difficulty doing so, because of the recent work order that had been marked as complete.  With his supervisor's help, he was able to get a new work order in.

 

Yesterday (October 28), after hearing nothing on this new work order for six days, I called Xfinity to inquire on the status.  I found out that this work order had not been acted on at all and had been marked as complete, despite no one having visited our house at all.

 

So, my internet connection, which I continue to pay for, remains spotty and unreliable, and I currently have no prospect of getting anyone here to fix it, all because an Xfinity crew falsely stated that they had completed work they never did.