Damaged sewer line

There is a Comcast main cable (orange, an inch thickness or more) which broke our sewer feeder line, located in the city easement, when it was installed —  years ago probably.

After our latest sewage backup in the house, we paid to have a video inspection which found the break.  Our sewage is primarily going into a hole now.

I have contacted customer support by phone twice, explaining the sewage break. After 2nd call a technician was sent out asking which cable on my house I needed moved. Tech had no idea what the actual issue was. I explained again, and a supervisor would be notified.

Supervisor (Chris) came out, understood the situation, said he would immediately contact someone named Matt, who would handle the project and would let me know how to get reimbursed for my costs. He agreed situation needed to be handled expeditiously.

That was October 30, 21 days ago, and I have not been contacted since.

Thought I’d try here one last time before exploring alternative ways to getting this

Thanks.