Unaddressed ECM Ticket – Safety Hazard

Exterior Construction/Maintenance (ECM) is required
ECM Ticket: [Edited: "Personal Information"]

There are two dead overhead wires that need to be removed. The trees are pulling on these lines, and they are already causing damage to the house and present an ongoing safety concern for our property and anyone working near them.

I first called on May 18, and the ECM ticket was created on May 21. Since then, I have called multiple times to follow up. Each time, I was promised a 24–48 hour callback, but I have never received any outbound contact. It has now been over 30 days with no action, and we are extremely frustrated by the lack of responsiveness and repeated failed callbacks.

The address does not yet have active service (we are moving from our current account address to this new one, but we need the exterior work completed first). This unresolved safety issue and service failure are making us seriously reconsider using Xfinity at our new address.

I am requesting:

1. Confirmation that ECM ticket [Edited: "Personal Information"] is still open and assigned to the correct construction/ECM team.

2. A formal escalation, with a new escalation/case reference number, due to the safety and property damage concern.

3. A firm commitment on next steps: a scheduled site visit and a clear ETA for removal of the dead lines, not just a generic callback.

Thank you in advance for helping get this addressed promptly.

I previously deleted this post once a rep told me to send a direct message instead, but per forum policy, I can no longer access direct messages unless I have an active post, so I'm re-posting here.