Nine weeks, two tech visits, one underground dig ... still 10+ T3 timeouts per day. Need real plant-side escalation.

So to summarize the current state:

• Comcast determined the cable feeding my service needed replacement
• Comcast performed excavation and laid new cable
• Comcast marked the work order complete
• The new cable was never spliced or terminated on either end
• I am still on the failing original cable
• I am still being charged full price
• My modem still logs multiple T3 timeouts daily, identical to before the "completed" work

I have photos. Happy to share via DM with any verified employee who can route this to the right team. This is no longer just a service quality issue — there's an abandoned cable on the property and a work order that was marked complete when the work was demonstrably not done.

Anyone from the Xfinity team able to help get a crew back out to actually finish the cutover and put the new cable into service?

Good Morning, @user_wx4ao8  I truly appreciate the time and effort you’ve put into documenting this so thoroughly it’s clear you’ve been dealing with a very frustrating and prolonged issue, and I’m really sorry this hasn’t been resolved yet. I completely understand your concern, especially with the cable work being marked complete while there’s still an unterminated line in your yard and no improvement in your service. You came to the right place for assistance. Can you please send me a DM with your full first and last name along with your full service address so that we can get your concerns addressed.

Here are the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "Start new conversation" (pencil and paper) icon
• Type "Xfinity Support" in the "to" line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message
You must use the primary Xfinity ID

Ok, done. 
now what?
or did you want me to send a message to XfinityRichard and not actually 'xfinity support'?

EDIT/UPDATE:

Layered on top of all of this: I have spent countless hours in chat support over the past three months; even having to explain to the techs that came out what was going on because they were sent out here blindfolded on the issue...they asked me what's wrong as if I never relayed the enormous amount of detailed info to chat support. I walked them through the exact diagnostics - T3 timeouts, RNG-RSP commanded power warnings, profile flapping on multiple channels, frequency-specific impairment in the 585-669 MHz band, healthy upstream confirming the issue is plant-side, the whole thing. I came in with diagnoses, not just complaints. I asked for specific things; demarc testing, plant maintenance escalation, an actual cutover and documented every interaction.

Three months later: not resolved.

For context, I'm an IT sys admin and infrastructure architect by trade. If I left a critical production issue dangling for two months while making my customer do my diagnostic work for me, I would be fired. If I marked a ticket "resolved" when the underlying work was never completed, I would be fired faster. This is a multi-billion dollar company with plant maintenance crews, RF engineers, and CMTS telemetry on hand and somehow the customer doing free remote diagnostics from his living room is the one who keeps moving the ball forward.

I have photos of the unterminated cable. I have screenshots of modem diagnostics across roughly ten dates spanning the full timeline. I have chat transcripts. I have ticket numbers.

An FCC complaint is the next logical step.

And yall are deleting comment replies from other users now. Color me surprised.

Got through the text code and was told:
"Perfect, we are all set. I am grateful for your help along the way. While in the account, I see you've been a customer in *STATE* since 2017. I wanted to take a moment to acknowledge your many years of business, as well as, all the additional troubleshooting/diagnostics you've completed on your end. I was checking on the notes from the last ticket where a drop order was submitted, which you've mentioned in your post. If you've found that the work was completed, but the new drop wasn't terminated on each end. We can certainly get a tech out to address this portion of the work as we work to improve your network health and connection. "

To which I showed them the screenshot of the work order and then images of the cable they mentioned "If you've found that the work was completed, but the new drop wasn't terminated on each end."

I don't mind sharing those images so here they are:
See the orange cable on the right and one going into the box full of cables/splitters. Both ends raw, not terminated.... 5 feet apart.

I also sent the text below with the images:
"Even if you all terminate both ends. the one outside the splitter box goes no where. its literally 5 feet away from the other end. What does the work order say was supposed to be done? 
Shouldn't techs take pictures once done a job?
Not to mention how spaghetti and unprofessional the inside of this box looks."

They replied:
"When we run a drop, the goal is to ensure it's routed correctly to the home and tap, so we want to get this addressed. Also, thanks for the photos. It helps give us a better picture as we report back to the local techs. For the visit, we need someone 18 years or older to be present. The work will likely mostly occur outside, but we do ask that pets be secured and that the tech has a clear path to each outlet if needed. Is there a certain day or time that works best for you? Can I also have the best contact number to provide for the visit? "

I provided the info. Will update as warranted. 

UPDATE: they scheduled a work order for someone to come out and look at the issue. I followed up asking, whats the plan and where is the cable supposed to go or replace?

UPDATE:

I had a few practical questions before the appointment, including:

Will I lose internet during the work, and for how long?
What do the tech's instructions actually say about where this cable is supposed to go? Right now it terminates about five feet away from itself, going nowhere.
Is the new cable meant to be fed into the garage where the other connection box is?
Will the tech show up actually knowing what's going on, or am I going to be explaining everything from scratch for the 16th time?

The first internet question got a quick reply ("I believe you may for a short period of time") and an offer to reschedule, which I declined because I'd rather get this done while I have a hotspot ready. Fair enough.
But the questions about what the tech is actually being told to do, and where this cable is supposed to terminate, went unanswered. The conversation effectively ended with "we'll follow up after the appointment."
So I'm going into tomorrow's visit with no insight into the work order, no confirmation the tech will arrive informed about the prior six weeks of context, and the same gnawing suspicion that I'll be the one explaining the situation to them on my doorstep... exactly like the previous two visits.
I genuinely hope I'm wrong. I'll update tomorrow with what actually happens. If the tech arrives, knows the history, terminates the cable properly into the right box, and my modem stats finally normalize, this whole saga ends and I'll happily eat the words above.