Urgent Complaint regarding cable installation and gas pipeline damage

To Xfinity Customer Service and Management,

I am writing to express my serious concerns regarding the lack of communication and the negligence surrounding a recent cable installation at my home.

On October 15, 2026, I returned home to find PG&E crews throughout my street responding to a gas pipeline that had reportedly been damaged during the cable installation process. The smell of gas was overwhelming throughout the neighborhood and had even entered my home.

What makes this situation particularly concerning is that I received no phone call or text message before the installation began, nor was I notified when the gas pipeline was damaged. Being left unaware of a potentially dangerous gas leak is completely unacceptable, especially when it poses a serious safety risk to residents and their property.

I have a dog who stays at home, and had I been notified of the gas leak in a timely manner, I could have taken him somewhere safe. The thought of my dog being exposed to a potentially dangerous situation without my knowledge is extremely upsetting. Fortunately, I became aware of the situation as soon as I came home, but this lack of communication could have resulted in much more serious consequences.

I understand that accidents can happen, but the lack of communication before, during, and after such a serious incident raises significant concerns about the contractor’s handling of the installation and the safety protocols in place.

I am requesting to speak directly with a manager or the third-party contractor responsible for this work to discuss what happened, why no notification was provided, and what steps will be taken to address this matter and prevent similar incidents in the future.

Please treat this matter with the urgency it deserves. I would appreciate a prompt response and a clear explanation of how Xfinity intends to resolve this issue.

Sincerely,
A Concerned Xfinity Customer