Message to “drop bury” team

Hello, I currently have an open order for burying the line for our new Internet service at our new house. I want to inform the 'drop bury' department that the conduit is already in place, and they only need to run the cable through it. Despite multiple attempts via live agents in online chats and phone calls, I have been unsuccessful, as the calls or chats are consistently dropped during the hold process before reaching the right agent. Additionally, I am unable to find an option for sending a direct message to the appropriate team or customer service. How can I efficiently communicate this information?