Ticket closed one day after opening, no explanation given — still no internet since April 28

Following up on my earlier thread about no internet service since April 28, 2026 (the issue is a confirmed line break in the building's wiring, related to a prior fire in the unit).

Yesterday (June 19), after a direct message conversation with XfinityMartyR and XfinityShawn, a maintenance ticket was opened for the line repair: ECM0022750803. I was told the coax work would be done at no charge to me.

Today (June 20), I received a text saying the ticket was closed. No reason was given, and it no longer shows up anywhere in my account. I followed up in the same DM thread but haven't gotten a response yet.

I'm posting here again because tickets keep disappearing without explanation, and I need this escalated to someone who can actually investigate the line repair and confirm what happened to this ticket.

Could someone please look into ticket ECM0022750803, explain why it was closed, and either reopen it or open a new one that will actually be tracked through to completion? Thank you.