Coax Outlet Does Not Work

I have two Coax Outlets in my house. The one in my bedroom works fine but the one in my office does not work at all. I tried connecting my router and both of my X1 TV boxes to that plug in the office but none of them work. I removed the faceplate to make sure that the cable in the wall was connected to the faceplate and everything looked normal. I tightened everything up just to make sure that wasn't the issue but it still does not work. I tried getting help through the Xfinity Assistant and I tried calling but neither bot seems to understand what the issue actually is since "Coax Outlet Repair" is not an option. While trying to communicate my issue to the Xfinity Assistant, I clicked "Outage" since that seemed like the closest option. I requested to speak with a live agent but they never showed up in the chat so I tried calling instead. When I called, the bot wouldn't let me talk to an actual person because I clicked "Outage" before in the chat widget. Would this even be considered an actual outage? The plug has never worked since I moved in almost two years ago. From what others have mentioned in this forum, I just need a tech to come out to check the connection outside or wherever the cable junction box is located for my apartment building as I do not have access, knowledge, or the tools to fix it myself beyond checking behind the faceplate in my apartment. I thought "Outage" meant a more wide spread issue affecting multiple homes, does "Outage" also apply to one plug in my house? Perhaps I am mistaken?

Side note: I know there are a lot of non-tech-savy people out there who have simple issues that can be easily solved through the Xfinity Assistant without talking to an actual person which helps mitigate the need for additional customer service reps but the user experience is terrible if the issue is not one of the 5(?) options available on the chat widget. Please consider having your team add an option for "Other" and possibly include "Coaxial Outlet Repair or Installation" as an option to streamline the process when those issues/requests arrive. There are so many posts regarding Coaxial Outlet issues on this forum, at a certain point, you have to consider whether it's more efficient to add that as an Xfinity Assistant option or to continue to respond to basically the same issue over and over again here in this forum. 

Thank you for your help!