Urgent: Xfinity Technician Caused Three-Hour Outage Without Notice — Service Degraded Following Restoration

Today, November 6, an Xfinity technician was performing work on the sidewalk outside my building in San Francisco. During this work, my internet service was interrupted for approximately three hours in the middle of the business day, without any advance notice whatsoever.

This unannounced disruption significantly interfered with my work. I rely on a stable, high-speed internet connection for business, and having service unexpectedly interrupted for several hours during normal working hours is completely unacceptable.

What makes this situation even more frustrating is that my internet connection is now performing substantially worse than it was before the technician's work.

Although service has been restored, I am experiencing increased latency (higher ping), slower response times, and significantly degraded upload performance.

My latest speed test shows:

• Download: 1,997.48 Mbps

• Upload: 50.14 Mbps

• Previously achieved upload: Approximately 298 Mbps

The increased latency and reduced responsiveness are noticeable.

This degradation occurred immediately following the technician's work outside my building, which strongly suggests that something was changed or improperly restored during the service work.

I am requesting the following:

1. An expedited technician visit to investigate and correct the degraded service, including inspection of the outside connection and any network equipment or cabling affected by today's work.

2. A review of the work performed today, including what necessitated a three-hour interruption and why customers received no advance notification.

3. Verification of downstream and upstream signal levels, DOCSIS channel performance, and network latency, with particular attention to the substantial reduction in upload throughput.

4. Restoration of my previous service performance, including the approximately 298 Mbps upload speeds I was consistently achieving before today's interruption.

I should not have to spend my time troubleshooting a service problem that began immediately after Xfinity personnel performed work on the infrastructure outside my building.

Please escalate this issue to the appropriate local technical team and arrange for a technician to investigate and restore my connection to its previous performance.

I would appreciate a prompt response confirming the next steps and when a technician can be dispatched.