Request for Field Serviceability / Construction Engineering Review

I am requesting an escalation and a new on-site serviceability survey by Xfinity construction/outside-plant engineering for:

[Edited: "Personal Information”]

The address has been marked unserviceable, and we have been told that it is more than 800 feet from Xfinity facilities and would require approximately $5,000 in construction costs.

The information we have gathered does not appear consistent with that determination.

Previous Xfinity Technician Visit

An Xfinity installation technician already came to [Edited: "Personal Information”]. to install service.

The technician:

Brought and unrolled the cable for the installation.
Went from the residence to the utility pole near[Edited: "Personal Information”].
Inspected the facilities at the pole.
Told us that a tap needed to be installed before he could connect the residence.
Told us that another crew would come install the tap and that he would return afterward to complete the installation.

Instead, the address was subsequently marked unserviceable.

We were then told that the property was more than 800 feet from Xfinity facilities and that approximately $5,000 would be required to provide service.

Actual Distance From Residence to Roadside Utility Area

Using Google Maps’ distance-measuring tool, the residence at [Edited: "Personal Information”]. measures approximately 141 feet from the roadside utility/pole area.

We understand that this does not necessarily represent the distance to an existing Xfinity tap.

However, because the original Xfinity technician physically inspected the pole and specifically stated that a tap needed to be installed there, we are requesting that Xfinity engineering determine whether Xfinity distribution plant is already present at or near that location.

Existing Xfinity Accounts at Immediately Surrounding Properties

Xfinity’s own website currently recognizes existing Xfinity accounts at the following nearby addresses:

[Edited: "Personal Information”]
Xfinity’s website states: “An Xfinity account already exists at this address.”

[Edited: "Personal Information”]

Xfinity’s website states: “An Xfinity account already exists at this address.”

[Edited: "Personal Information”]

This property is directly across Waldens Creek Road from 2537. Xfinity’s website states: “An Xfinity account already exists at this address.”

Additionally:

[Edited: "Personal Information”].

has Xfinity service and is located farther down [Edited: "Personal Information”]on the same side of the road as 2537.

Therefore, Xfinity service exists at multiple properties immediately surrounding 2537, including properties on both sides of[Edited: "Personal Information”].

What We Are Requesting

We are not asking customer service to simply recheck the address in the existing serviceability database.

We are requesting an actual field survey by Xfinity construction/outside-plant engineering.

Specifically, please determine:

Whether Xfinity distribution coax/plant is present on the utility pole or along the roadside approximately 141 feet from the residence at 2537.
Whether a tap can be installed at or near that location, as the original Xfinity installation technician indicated.
Which Xfinity distribution plant and taps currently serve 2529, 2554, 2556 and 2579[Edited: "Personal Information”].
What the stated 800+ foot measurement represents — for example, whether it is the distance to an existing tap rather than the distance to Xfinity distribution plant.
If construction is actually required, exactly what construction must be performed and why.
The basis for the approximately $5,000 construction estimate, including the footage of new Xfinity distribution plant that would need to be constructed.

We have screenshots from Xfinity’s own website showing existing Xfinity accounts at the neighboring addresses, as well as a Google Maps measurement showing the approximately 141-foot distance from 2537 to the roadside.

Most importantly, an Xfinity technician has already physically visited this property and determined that a tap needed to be installed at the pole before he could complete the installation.

We are asking that the serviceability determination not be closed based solely on the existing database information without reconciling it with the findings of the technician who actually visited the property.

Please open/reopen a serviceability/construction ticket, provide us with the ticket number, and forward the request to the appropriate local construction/outside-plant engineering team for an on-site survey.

Thank you.