Exposed Cable Lines

Hi

we have two different cable lines above ground that need to be buried. One is our individual line and the other is the neighborhood bigger line. It’s been a few weeks now and nothing has been done. A cable employee came out last week on Wednesday August 9 and told my husband that a different crew and bigger equipment would be needed to come out to do this and that he was going to escalate the ticket. Yesterday my husband called and apparently that ticket was closed indicating it was completed. Nope, it still isn’t. We recently had a pool installed and cannot move forward with having concrete poured around it until these lines are buried. Please help! Thanks.