Trying to reschedule a technician to come back and finish the service request but Xfinity keeps hanging up on me in app and it’s n phone

A technician came out this morning because I’ve been having issues with my cable tv service. He replaced my wired cable box with a wireless one and said the coaxial cable line outside the apartment building needs to be replaced but he needs access to the roof and told me to reschedule once my apartment complex management company can get someone here to unlock the roof for him. I tried to reschedule on the Xfinity app but it won’t let me schedule anything. I called customer service hoping to speak with a live person but I can’t get past the automated prompts. They say that I have an outage in my area and a representative can’t help me until it’s resolved before hanging up on me. This is so frustrating! Please help me schedule a technician visit.