Xfinity AI does not want customers to talk with live person?

I just moved into a new house.  The Xfinity contractor installed a new cable to my house.  I notice another cable sticking out of the ground in my front yard.  The installer said it went to my neighbors house.  The installer said it should not be on my property and needs to be redirected along the road.  He said there was a few bad Comcast installers in the area. He was going to talk with his supervisor about moving the neighbors cable.  

Nothing happened!

I called the Xfinity 800 number.  There is no selection for install issues?  So after five times navigating the AI questions, I just selected "cancel my cable".  I still did not get an option for a person representative?  So, I selected to get a text to my phone.  I had to navigate the text AI until finally forcing Xfinity to provide a representative call back.

After about two hours of phone tag with the AI, a Xfinity representative finally called back?  She was in another country but understood that Xfinity customer service was poor and has bad ratings. 

I requested to speak with a supervisor and finally explained the issue was that my neighbors cable was crossing my property and Comcast is supposed to come back to move the cable and fix the situation?  I cannot mow my lawn because it is sticking out of the grass?  I explained that the telephone AI has no selection for "install issues" or "request representative"?  The second representative told me that the Xfinity telephone AI is not working properly and has had many complaints from customers?

What is Xfinity/Comcast doing?

I previously had COX cable.  COX answers their telephone!