New Cable Drop Mess Up - Can someone from Xfinity help?

Hello, good morning

I'm an Xfinity Gold (Internet and Cable) customer and normally very happy with the service, even with an upload of dreadful 20Mbps. Service has been stable for some years and in the range of 750Mbs down ( I subscribe for 1 Mbps) and  20Mbps down until about 3 weeks ago when downloads went to 200Mbps and the uploads to a crazy 0.8 Mbps down.

I waited a couple of days to check if it was some temporary issue and then called Xfinity tech. The first tech came, checked the signal in the distribution box, and then diagnosed a bad cable in need of a new drop at the house entrance box. This was Tue April 30th and the tech requested a new cable drop.

On Saturday, May  4th a contractor came - I don't know why - because he just went to the distribution box and said that he would need equipment to ditch a trench and lay the new cable... so why knowing up front that a new cable should be laid down why he came by with no equipment at all? He then said he would return yesterday, Tuesday, May 7th to do the service. I also received a confirmation SMS saying the service would be done between 8 AM to 8 PM.

Since nobody showed up yesterday I called the Xfinity agent and he, at 7:00 PM guaranteed me that the tech would show up before 8:00 PM... and right after we finished the phone call I received a message by email stating that a tech return order was placed. Moments later I  received another SMS saying that  "the additional appointment request has been closed. There is no further action required."

So, I'm lost on the status of my issue and unable to use the internet (and I work from home). The cable still works but with occasional buffering and pixelation. It is already 3 weeks since the problem began and there isn't any progress but, the worse is not knowing if the fix is still being worked or canceled as per the latest SMS received.

I gave up talking to any India-based agent as they are mostly lost, and the information they give you is wrong so I decided to ask for some help here because every time I tried the forum I was helped, and the issue was solved quickly, so thank God for this forum.

If someone from Xfinity would do me the favor of helping me to discover the status of the [Edited: "Personal Information"] I would be grateful. I can supply other data via private message if needed.

Thank you in advance.

Luiz S [Edited: "Personal Information"]