I know that speaking to a live person is discouraged. Just spent a lot of time with the [Edit: Netiquette] on the planet

why not add a "none of these options" or have "Safety Issue" as an option.  Cripes if someone was getting strangled by your wires outside, [Edit: Inappropriate Language] would I reach someone?

And

on the phone, why not add, "Live Agent only available thru texting?"  Huh?  You do know that a competitor has entered our town.  If they promise to have a live person on the other end of the line (even after dealing with another [Edit: Netiquette] ), I'll switch.

I'm sorry but what is inappropriate?  Not saying the [Edited: Language], or the [Edited: Language], or the [Edited: Language].  Neither am I being rude or denigrating anyone.  Your company however has been less than satisfactory.

Regardless.

I finally spoke with someone via a long and tedious text (whatever happened to email?) and they assured me that someone would be out to my house in five-seven days.  Welp, you guessed it.  Seven days and no show.

Here's the deal:  I live on the downside of a steep hill.  The wire to my house hangs low and grazes passing big trucks.  Xfinity previously had a "safety issue" option when calling for service; which is what I used for contacting the first time.  (Tellingly this option is missing now.)  An Xfinity employee came out and measured the distance from the crown of the road to the wire.  It barely passed - he told me if I installed, at my expense, a higher communications mast and called back, Xfinity would send someone out to re-route the wire to the new mast for free.

I figured this was better than having a too-tall truck actually drag the wire down, potentially causing damage to the cars parked on the street and plantings in my neighbors' and my yard.  So I had installed a 3' higher mast.  Since then I've been thru this Kafka-esque loop.  

At no time has a human been rude or weird to me - your AI servants on the other hand?

I figured I'd give it another week and then I'll switch.

The most irksome thing about this is that I'm doing you, i.e. Xfinity, a favor by adding the taller mast at my expense to avoid potential damage when the wire comes down.  Indeed I live on a sleepy residential street and big trucks are infrequent - but since the original folderol, the road has been repaved and I've started a remodel on a bathroom which will neccessitate deliveries in big trucks.

@blart My goodness, wow. I can see how that can be very concerning, thank you for explaining. I know how important it is to keep things, and especially people as safe as possible. We can always buy more stuff, and replace anything, but we can never buy a loved one, or replace them with anything. Safety is a priority, and we appreciate you increasing the height of the mast. It will help ensure everyone and everything is safe from any damages or potential accidents. Safety is goal number one when it comes to protecting customers and their property. I hope everything is going well there today with the weather and the heat. The heat or ice can cause a line to dip a little more than it should. Everything looks good with your posts, thanks for updating us and being so patient. The auto mod may have perceived something incorrectly, and we appreciate the feedback. How many times has the line been dragged down by local vehicles? 

I have no idea.  I believe we are the first owners of the house to use xfinity.

So I put up a new mast and .....  nothing?

I mean don't get me wrong it's great that you sympathize but that's not getting the line moved.

So I had a new vanity for a bathroom remodel delivered.  I was waiting for the delivery because I hoped the driver could bring the heavy thing inside my garage and didn't want him to drop it off.  I saw the truck down the road and walked up to the sidewalk.  His truck was two inches taller than the line.  I waved my arms and yelled - his truck caught the wire but he stopped in time before it pulled down.

I expect more deliveries - husband and I bought a fixer so crates of tile and flooring will start showing up.