Reporting Possible Cause of Major Outage

I've been trying to get a hold of Xfinity for SEVEN DAYS now to report a possible cause of our week-long internet outage.  There is a very large tree near my neighbors that uprooted in the storm and pulled up some cables, possibly internet, with the roots.  No Xfinity or city employee has investigated this area, and your abominable customer service standards doesn't allow me to report this via chat or calling in, because you refuse to connect me with a person due to the outage.

So if anyone would like the address of this potential root cause, please feel free to reply.  But knowing how disgraceful Xfinity is, we'll probably just wait another month before we get internet again.  What a sham.