Why is Xfinity telling me I need to make arrangements for them to access their utility pole / lines on someone else’s property?

I’ve been dealing with terrible inconsistent internet for months now. Xfinity chat said I need to get a tech out, 1st tech comes out and says the line from the house to the utility pole needs to be replaced but he can’t do it because the next door neighbor isn’t home. 

I coordinate the next visit to have the neighbor home and the next tech says they can’t do it because a tree is in the way but theres access on a property ( apartment building ) behind, on the next street over that should give them access. They tried callling the property management but it was a Sunday so no one answered. The tech told me explicitly that they’d reschedule and contact the building for access for the next visit.

Fast forward to today, the next tech comes out and says they can’t do it because I have to contact the apartment building to give them access to Xfinity’s utility lines.

How does this make any sense?