Need Bucket Truck appointment

My neighbor’s tree had a limb that fell and it dropped on our cable line. It didn’t snap the line - just popped it loose from the piece that Xfinity used to connect it to our roof (our house sits below the road). I called Xfinity and was told only Xfinity could reattach the line to the house and they would send someone out that day but I didn’t need to be home. I came home later that day to find that not only was the line NOT reattached to our house, but the line was now CUT and dangling next to our house and the rest of of the cable line was left in a big mess in the bushes up in the street above our house. No note from Xfinity as to what or why this has happened and we have no Internet at home now (I also run my business from my home).

I called Xfinity back and the customer service agent was pretty useless and told me “no worries…” and they would send another tech out again today some time between 3:00-5:00. When I told the agent that because the line was now CUT and in the bushes they would need to send a bucket truck out for this appointment, he told me he couldn’t guarantee what type of vehicle or technician they would send - so basically, he couldn’t guarantee that we would get this fixed.

How in the world are we able to get through to Xfinity to explain or request a bucket truck to let them know that the repair is at the main line or pole when the customer service agent is unwilling to listen to us? How can I make sure that for our appointment today that they are going to send a bucket truck?