Immediate Need for Executive Relations Contact

I need an email to for sending to the Xfinity executive care

Dear Executive Customer Relations,

I am writing to request your immediate assistance with an internet service outage that has now left my household without service since July 16, 2026. While I understand that infrastructure failures can occur, I have been extremely disappointed by the repeated lack of communication, missed commitments, and the absence of a meaningful temporary solution for a household where both adults work from home.

In the weeks leading up to July 16, our internet service became increasingly unreliable. During an online chat with Comcast, I was advised that Comcast was already aware of degradation affecting my service. When the internet ultimately failed completely on July 16, I was assured that a technician would restore service on July 18 after a field technician was unable to resolve the issue on the 17th.  

Nobody called or arrived to my house on Saturday the 18th and at that point, it became clear that the expectations set by the previous representative were unrealistic, and I felt I had been given inaccurate information simply to end the interaction, then I was informed that the issue required a construction survey because the problem involved the underground service line. After explaining (again) that both my husband and I work remotely and depend on reliable internet service every day, I was assured that my case would be expedited. I was specifically told that someone would arrive at my home on Monday, July 20, between 3:00 p.m. and 5:00 p.m.

No one arrived, and no one contacted us.

During that conversation I was issued a service credit, an eSIM, and an upgrade to higher-speed internet. While I appreciate the effort, none of those measures restored our ability to work. The eSIM is not compatible with my Verizon Wireless phone, and our neighborhood has consistently poor cellular coverage with little to no reliable 5G service. As a result, Comcast's temporary solution has not provided usable internet access for our household.

On July 21, a contractor from TAK Communications arrived and attempted to pull a replacement line from the street. He discovered that the underground conduit serving our property is crushed, preventing the line from being installed. He advised us that utility locates should be completed by July 23 and that construction could hopefully begin shortly thereafter.

After hearing nothing further, I personally contacted 811 on July 24 simply to determine the status of the project because Comcast had provided no updates. Through that process, I obtained the name and telephone number of the communications contractor, Mr. [Edited: "Personal Information"]. I called him on July 24 and sent a text message on July 25. To date, I have received no response.

On July 25, I visited my local Xfinity Store seeking answers because I had still not received any proactive communication from Comcast. [Edited: "Personal Information"] reviewed my account and advised me that the projected completion date now appears to be August 6.  Personal thanks go out to this associate who is on day 4 of his job at this store.  He has given me more answers than any employee thus far.

If that estimate is accurate, my household will have been without internet service for approximately three weeks.

I recognize that repairing damaged underground infrastructure can take time. My concern is not that construction is required—it is that throughout this process Comcast has left two customers who work from home without a viable internet connection, without consistent communication, and without a practical temporary solution. At every stage, I have had to initiate contact, search for updates myself, and coordinate information between Comcast, contractors, and utility locators. I should not have to manage my own repair project.

I respectfully request your assistance with the following:

• Assign a dedicated Executive Customer Relations case manager who will remain responsible for my case until service is restored.
• Confirm that every available effort is being made to complete construction and restore service as quickly as possible.
• Provide a temporary internet solution that is actually functional in my neighborhood. If Comcast is unable to do so because of the limited wireless coverage available at my address, I respectfully request reimbursement for the reasonable cost of a temporary Starlink system and service—or another temporary internet provider that delivers reliable connectivity at my home—until my Xfinity service has been fully restored.
• Apply appropriate billing credits for the full duration of this outage.
• Review why the promised July 20 visit never occurred and why communication throughout this process has been so inconsistent.

I have been a Comcast customer because I have trusted the company to provide dependable service. Unfortunately, this experience has significantly diminished that confidence. I remain hopeful this matter can be resolved promptly through Executive Customer Relations so that additional escalation will not be necessary.

Thank you for your time and attention. I look forward to hearing from someone who can take ownership of this matter and help bring it to a prompt resolution.

 [Edited: "Personal Information"].  Will be filing FCC Complaint NEXT