Xfinity repeatedly closing my case again and again without completing any work

We're having a case repeatedly closed again and again without doing any work. On 03/04/2026 we requested Xfinity to relocate the pedestal box located in the back of our unit because of a major (invasive) water proofing work done by our HOA that wasn't able to be 100% completed due to the pedestal box that is in the way (which is NOT our fault). The Xfinity pedestal box is too close to our Chimney and the contractors could not relevel the ground and pour concrete to make the storm water flush outwards rather than inwards (towards my chimney backwall).   

The reason of the water proofing work was because we used to have very bad water penetration issues and we noticed our main floor (inside the unit) that started to get rotten (the major rotten area was right by the chimney), and since we live in a townhome, we needed to get the HOA involved. The HOA did fix the water proofing outside the unit, they had to excavate until foundation level to perform water proofing work, but since we're an end unit, and because of the ground level, we need to re-level the ground area behind the chimney and pour concrete (slope wise) to make the storm water flush outwards not inwards (because the water simply hovers behind the chimney and doesn't have a way out).  

We cannot finish completing the water proofing work until the Xfinity pedestal box gets relocated at least 8 feet outwards from where it's currently sitting.

We cannot keep having water penetration issues behind the chimney wall just because the Xfinity pedestal box is located there.  With the last rains we've had, we keep having water penetration only in the corner (chimney) where the Xfinity pedestal box is located.

Chakeita [Edited: "Personal Information"] was the escalation specialist that was handling the request. She is a terrible communicator, she never provided an accurate resolution, all her answers were open ended and in the end she  stopped answering the phone. She even said that it was the City's problem. We went to the City Hall and explained the situation (showed them pictures) and they told us that they don't own those Xfinity lines so they cannot move them and that is Xfinity the one who has to do it (so I wasted all that time at the City Hall just to listen to the answer we already knew, thanks to Chakeita).

We have been to Xfinity stores in person and no one wants to help (terrible experience in this regard).  Since, Chakeita stopped answering the phone and simply closed the case without any resolution, we proceeded creating a new request via customer service and they gave me a new case number, they even scheduled a new tech visit for today (05/21/2016) between 08:00 AM - 12:00 PM so I didn't go to the office just to wait for the technician. Since no one showed up, I called again and I was told that the technician was running late. In the end, the technician never arrived and Xfinity closed the case (I get text messages each time a case is closed). 

We called Xfinity one more time today, customer service created a new case and once again, the case was immediately closed.

Xfinity customer service appears to be outsourced since none of the agents I spoke to are in the US. All they can do is create a case (escalate) which then is automatically closed by someone who simply doesn't want to assist (waiting for me to give up). 

I've been basically begging for this request to be fulfilled so my home stops being negatively impacted for having that pedestal box too too close to my chimney wall. Does someone here care? or, Will I have to continue creating endless requests that will be automatically closed after I hang up?

By the way, I had already sent detailed description, pictures, etc. to the original case created, and I'm happy to re-share them as needed. 

Unfortunately, there is not a phone number that we can reach out directly to someone from the Leadership team but I found this channel online since I'm searching for alternatives. PLEASE HELP.

What we're requesting is not unreasonable, but rather the result of a problem that has accumulated over time, but that needs to be permanently fixed. 

Why are these cases being closed without any work being done and trying to pass responsibility to someone else?