Need escalation: temporary cable still above ground after four missed appointments

I’m seeking help from the official Xfinity Support team with an outside drop-bury project that has been unresolved since June.

On June 8, Xfinity installed a temporary above-ground cable after our underground line was accidentally cut during tree removal. The technician proposed a route for the permanent cable and requested utility locating and a bury contractor.

Unfortunately, the locate did not include the portion of our property north of the driveway—the shortest route to the cable termination on the north wall of our garage. Because the missing utility was electrical, I asked the bury crew not to excavate until that area was properly marked. The crew initiated an updated locate request, but it expired on July 13 without anyone completing the work.

Since then, I have had four escalated 8:00 a.m.–8:00 p.m. appointments intended to restart the process. All four appointments were no-shows. I have also spent hours in support chats without getting the correct locate and drop-bury workflow restarted.

I am a Diamond-tier customer and am asking the official support team to help with the following:

1. Assign a single escalation case owner.

2. Open a correctly scoped outside drop-bury work order—not another generic technician appointment.

3. Obtain a new locate covering the entire proposed route, expressly including the area north of the driveway, or arrange an on-site meeting if necessary.

4. Coordinate the bury contractor before the new locate expires.

5. Contact me before excavation begins so I can confirm that the correct area was marked.

6. Provide the relevant work-order and locate-ticket numbers and target dates in writing.

The temporary cable remains above ground, and I do not want anyone excavating near an unmarked electrical facility. I have retained the appointment records, chat transcripts, photographs, and prior ticket information.

Could an official Xfinity employee please help move this into the appropriate escalation process? I will provide my name, service address, and ticket information privately when requested.