Unable to complete internet service after 3 service calls

Hello Xfinity Support,

I am requesting an immediate escalation of an unresolved new-construction serviceability/construction issue at our home.

Our home is newly constructed and was pre-wired for Xfinity during construction. Xfinity internet wiring is already installed throughout the home, and the wiring terminates at an Xfinity cable box on the exterior of the house. Based on this, we reasonably expected the remaining connection to Xfinity’s network to be straightforward once we ordered service.

Unfortunately, that has not been the case.

Approximately one week ago, an Xfinity installation technician came to the home and could not complete the installation because the cable had not been run to the house.

We then waited five days for an underground cable contractor to come out. When he arrived, he told us he was unsure which power pole he was authorized to use and that he needed permission. He left without completing the work, and we were not given a clear explanation of who would obtain that permission or when the work would be completed.

We have now had multiple people involved, but there is still no clear owner of the problem, no confirmed construction plan, and no reliable completion date. We currently have no internet service.

We are asking that this be escalated to Construction / Outside Plant Engineering / Serviceability, rather than scheduling another routine installation appointment.

Specifically, we need Xfinity to:

1. Determine the correct authorized pole/tap/network connection serving our property.
2. Determine what permission or utility authorization is required.
3. Identify who is responsible for obtaining that authorization.
4. Complete the outside cable/drop connection to the existing Xfinity box at our home.
5. Provide a realistic timeline for completing the work and activating our service.

Please provide us with the construction/serviceability ticket number and identify the department responsible for resolving this issue.

We would also appreciate having the account notes clearly reflect that this is a new-construction home that was already pre-wired for Xfinity and has an exterior Xfinity cable box installed, and that the unresolved issue is the connection from Xfinity’s network to that existing box.

We have been very patient and understand that construction issues can sometimes take additional coordination. However, we need someone to take ownership of this problem and provide us with a clear path to completion rather than sending additional routine installation technicians who cannot resolve the underlying issue.

Thank you. We would appreciate a response with the escalation/ticket number, the department handling it, the next required action, and the expected timeframe.