Chronic Intermittent Outages, Multiple Failed Repairs, Contractor-Caused Outage — Seeking Executive Escalation

I’m posting here because after months of service problems, multiple technician visits, and contractor work, my issue remains unresolved and has now been formally escalated via an FCC complaint.

Since summer 2025, my internet service has suffered from intermittent outages multiple times per day. The service would drop for 5–10 minutes at a time, disrupt work/streaming, then come back. After numerous calls, a technician was sent and said it was fixed. It wasn’t.

In the fall, a second technician came out. Again I was told it was resolved. Within two weeks, the intermittent outages returned.

Last weekend, after the service became nearly unusable, a third technician replaced cabling inside and outside my unit. For the first time, the service stabilized. Before leaving, he told me Comcast would send a contractor to bury the exterior line.

The first contractor visit resulted in no burial and was rescheduled. The second contractor visit was marked “completed,” and I received an email stating the work was done. That same evening, my internet service was completely down.

The contractor’s work caused a full outage.

Since then, Comcast technicians have arrived who were not coordinated with the contractor work. One was servicing a neighbor and unaware of my issue. Another stated he doesn’t handle buried lines, dismissed the exposed cabling, said the internet was “working,” scheduled yet another contractor, and left without addressing the underlying problem.

At this point, my account history reflects:

• months of chronic intermittent outages

• multiple unsuccessful repair attempts

• a contractor-caused disconnection

• lack of coordination between Comcast techs and contractors

• no permanent resolution

This is clearly an outside plant / exterior infrastructure issue, not an in-home equipment problem.

An FCC complaint has now been filed to formally document this situation.

I am requesting that this be escalated to Executive Customer Relations and that a senior line/plant technician (not a basic installer, not a burial contractor) be dispatched to fully inspect the exterior drop, tap, and neighborhood connection, permanently resolve the root cause, and provide documented closure.

I have photographs documenting the exterior cabling and contractor activity and can provide them if needed.

I am not looking for basic troubleshooting or another temporary restoration. I am looking for permanent infrastructure remediation and accountable ownership of this case.

Thank you.

— John