Trouble getting someone to come out to removing line

I purchased a home this year and the previous owners had an Xfinity line installed on the home. Due to some inclement weather the line is falling down and causing damage to the home. I have reached out to Xfinity multiple times to try to get someone to come out to remove the line, I am not a current customer and getting to actually talk to a human being is like pulling teeth. Innumerable transfers to different people, putting me on hold and then the line just going dead. I have been put through the ringer just to get a ticket open. I finally was able to get a ticket and was told it would take at least a week to get someone scheduled to come out. THREE WEEKS LATER and Xfinity has not reached out to me directly once. I have called again multiple times to see what's going on and have been told its in "review" and someone will reach out to me to schedule in a certain amount of time. Shockingly nobody actually reaches out...ever. How do I get this line removed?