Severed line outside my home, need a ticket for technician but can’t get past bot

I have a severed Xfinity outside line somewhere. We had contractors working near Xfinity‘s lines and even according to them a line must’ve been severed since it was working when they got there and stopped working while they were there and service has not returned. I cannot seem to get past the chat bot on the phone to actually schedule a technician out . Contractors claim they went through the 811 that you use and Xfinity apparently didn’t have their lines marked, but I’m actually unsure of what they did or didn’t do I just know I have no service. I personally believe the issue is close to my home.