Service Tech visit

My problem has been going on with Xfinity for over a month with numerous phone calls to numerous different people from Xfinity customer service to Service Techs. Long story short I have a low hanging wire in my yard. Several maintenance and service people have come and gone. There was little, none, incorrect and conflicting information from everyone. A service tech has told me that wire needs to be replaced and my modem is outdated. I have spent a day clearing branches for that to happen. To no avail. In my opinion if that is what a Tech thought ought to happen then it should despite someone else talking me out of it. Speed tests are never at the 1000 I'm paying for. I keep hearing ladders up against my house trying to tighten that wire. Do you know how long it took for me to get that to happen and now they won't stop coming and for the wrong thing. What on earth is happening at Xfinity??? This needs to be escalated and resolved. I finally put a request in saying the wire is laying on my car to try to get someone's attention as there is no option to try to explain this and I'm tired of trying to call people to get this resolved. But I'm not confident it will happen.