Verification information for burying a new cable line

A few days back I experienced a total Internet outage. Since there were no widespread problems in my area per the Xfinity app, I set up an appointment with a Tech to get it resolved. Turns out that the physical cable residing on a power pole near my house was somehow cut or shorted.

He quickly installed a new one which of course resolved the issue, then set up a future work order to have the new cable buried. I received an email later that day titled “Preparing for your new underground cable line”, which was asking for verification of the following:

Dog in Yard: No

Sprinkler System: No

Private Lighting: No

Electric Fence: No

Gated Access: No

Private Gas Line: No

Private Electric: No

Landscaping/Trees: No

Security Code: No

Home during Work: No

Call First: No

Contact Number: nnn-nnn-nnnn (masked for privacy)

Neighbor Required: No

Several of these items are WRONG, so I used the link within the email which I thought would lead to some sort of Xfinity web site which would allow me to update it. Instead, the “contact us here” hyperlink simply leads to the infamous Xfinity Assistant.

I spent nearly an hour on there trying to explain the situation to an Agent, who didn’t seem to have a clue. He then told me he would escalate it to the proper department, and that I would be receiving an additional email with further instructions within two hours. Well, here I am two DAYS later, and still have not received any sort of communication from Xfinity whatsoever.

I’ve experienced similar situations with Agents on Assistant in the past. More often than not it’s a waste of time, as there’s nowhere else to go from there if they can’t resolve a given issue. Why Xfinity doesn’t have a support phone number with a real person on the other end of the line continues to baffle me.

All that said, how do I get this important verification information corrected? NEED HELP PLEASE!