Wiring work order disappeared after missed Aug. 19 installation

My Xfinity Internet went out on August 10, and I called Comcast that day. A Comcast technician came to my apartment on August 14. He measured the signal at the wall and tested the modem. He told me that the modem was fine, but the incoming wiring/line to my apartment was bad and a new line would have to be installed. The technician submitted the work order for the new wiring while he was here and let me take a photo of the confirmation number.

Early in the morning on August 19, I received an email directly from Comcast stating: “We've scheduled a team to install your new wiring.” The email listed August 19 as both the scheduled appointment date and the date the work was to be completed by. It also said “Home during Work: Yes” and “Call First: Yes.” Importantly, the confirmation number in that email was the same confirmation number the technician had given me on August 14, so this was clearly the wiring work order he created. However, on August 19 nobody came, nobody called, and I received no email or other notification saying that the work had been delayed or rescheduled.

On August 21, I called Xfinity support to find out what had happened. The representative told me that he could not find any record of the wiring issue or work order. Despite my explaining that a Comcast technician had already tested the modem and determined that the physical line was the problem, I was required to power-cycle the modem again. The representative then scheduled another regular technician appointment for a few days later.

I am hoping an Xfinity employee here can help locate the original August 14 wiring/line-replacement work order, determine what happened to the scheduled August 19 installation, and get the necessary line work properly escalated and rescheduled. I have both the original confirmation number and the August 19 Comcast email and can provide them privately to Xfinity Support