Customer Support HELP!!!!

I've had 2 tech visits and told they need to run/dig a cable line to the house. When i look at the app it says i don't have any appointments scheduled. I've tried and tried to confirm i have an appointment for that cable run to be completed.. How do i find out/confirm?

This is an example of my the support I've gotten thus far:

Me: Do you see a date for the cable to be run? There should be an open work request?

Agent: Yes. It's on August 15th and 16th. Also rest assured team will adjust according to date when you don't have services and they will do the needful.

Me: August 15/16 was last week. They haven't come out yet to do the work.

Agent: Got that. Thank you for the details.

Agent: Thank you. I have added in the notes so rest assured you will not be charge for the days when you don't have services.

Seriously... 1. I just want confirmation that there IS a request and expected date to turn on service 2. An easy way to actually talk to a support person that understands the request.

Please help!!!