Xfinity Assistant Text

I received a text saying I had an internet issues at my house and that a technician would need access to my house.  I have been having some internet issues.  It's been slowing down, but my modem is installed in an area that isn't accessible at the moment.  I can get to it by climbing over some things but it is a modem/router that I installed.  All the Xfinity stuff is on the outside of the house. I would like to ask someone what the issue is but that is impossible with the text messaging system.  I don't want to schedule on by text messaging.  I want to talk with someone.