Unresolved coaxial grounding/bonding concern following a technician visit

Phone support could not locate the September 10 technician’s findings or arrange a follow-up inspection. Instead, I was directed to drive to a branded-partner retail store, a 30 minute drive, or try to call them, no phone number found. I have no confirmation that contacting the store will address this issue. Please escalate this to local field-service management, review the September 10 service records and October 27 cable-replacement order, and arrange an inspection of the incoming coaxial grounding/bonding. Please provide a case number and confirm who owns the follow-up.

• Location: Milton, Delaware.
• Original visit: September 10, 2026, approximately 5:34 p.m.
• Cable replacement: October 27, 2026.
• Concern: The first technician identified improper coaxial grounding/bonding ("cable was improperly installed in the first place"). It was their assessment that the lack of grounding resulted in an electrical surge reaching my modem and router resulting in damage and poor-to-no internet speed. The follow-up replacement crew said its instructions covered only replacing the cable as it was, no grounding.
• Request: Review the original service records and arrange a grounding/bonding inspection.

I can provide my full name, service address, and account information privately to an official Xfinity employee.

Thank you very much for any assistance provided!