Need pole service

My neighbor is building a house which requires a new pole.  Xfinity is the only thing still on the old pole - their equipment is running over the cable repeatedly, and it'll go down again soon.  Just want to get a request in - however when I call 800-XFINITY, it directs me to the chatbot and hangs up.  The chatbot won't let me schedule a technician.  Very frustrating...  please let me know how to schedule a tech.