Damaged Telecommunications Box

As the HOA Secretary, I think it's important that I assist with this. Please note that I initially reached out in October. A Tech came to my house and said that wasn't in their purview and that they submitted a ticket. He said someone would be out the next day. No one came. I then called Xfinity customer support and they let me know someone would be out within the week. The representative said she would call me back within a week's time to make sure it was taken care of. That did not happen. I called again - and please keep in mind it was very difficult for me to get a hold of a live representative because the issue does not concern actual service. The representative I talked with at that time did not understand the type of box I was talking about. She kept trying to ask me to reset my home equipment (internal cable box). I could not get to a point where she ever understood, so we got off the phone. Now, two months later, I am coming into this forum to request help. I have seen this issue quickly resolved in other threads. Can you provide me with more information on why you cannot resolve the issue or reach out to me directly? Thank you.

The tenant is also renting the home with the homeowner living out of state who has also been unresponsive to the HOA's requests to get this done. I don't want to disclose too much information about the household, but please understand she needs assistance in getting this resolved. I don't think she would be able to do it on her own. I am trying to assist in every way possible, as a neighbor and the HOA.

Hello @user_7betvb , Thanks for all that information, we appreciate it. Let's take a step back and let me clarify some things for you. First, the homeowner/tenant would have to reach out to us if the equipment on their property is damaged since any work done needs to be connected to an account. I understand you're trying to help but unless you are authorized on the homeowner/tenets account then there is nothing more we can do, I apologize. We do have Spanish customer support if the homeowner needs to reach out to us on their own. Also, any issues the HOA is having with contact with the homeowner to get this resolved is outside our means, and wouldn't be able to help with that either. 

They speak Portuguese. How do they access those language services?

Another point of clarification for me - since these boxes are not specific to a residence, other than being located on the property, is there a reason Xfinity would not maintain these boxes? Since these boxes are not tied to resident services but are tied to serving the neighborhood, why does it have to be the homeowner that reaches out?