Internet was disconnected and hasn't been restored in over a week

Over the past one and a half weeks (since December 1st) I haven't had internet from Xfinity and at first was unsure why since autopay was set up and nothing was canceled on my end. When trying to connect to the internet through wifi or ethernet, I got the message saying to download the mobile app and activate the internet. The mobile app however didn't show anything. When going down to a store to try to get help, me and my roommate learned that our neighbors in the same building but different unit supposedly tried to activate internet for our address which made our internet get disconnected without us being called or informed. We talked to them to get it fixed and were told that everything should be resolved in under a week but that was a week ago. Since then I have just been having to use a mobile hotspot which makes it hard to get work done that requires the internet since it has much lower speeds (around 5Mbps). Also as far as I can tell we are still paying the full monthly bill despite not having internet for 1/3 of the month so far. I am wondering if there is any way to get support for this to speed up the process as this feels like a ridiculous issue to have happened in the first place.