service technician appointment

We set up a temporary internet line to our house while it was under construction. The line runs off the pole in the alley overhead directly to a router used to power security devices. Now the house is just about complete,  we have electricity throughout and a demarcation box on the garage and we need to change this line so that it is now a permanent line that terminates at the demarcation box. We called Xfinity and no one seemed to understand what we were asking. They bounced us around to several people before telling us to call Hello Tech to get this work done. Hello Tech refused to help, saying  they only do inside work not outside work. 

How can I get Xfinity to come out and do this work when no one on the phone lines understands what is needed