How to initiate Pole to House installation?

Hello,

We had comcast service quite some years ago and recently decided to give it a try again.

Yesterday (May 26, 2026) we ordered xFinity NOW online, but before clicking to finalize the purchase, we did a live chat with support (chat Reference Number : 907591969492860611 ) to ask questions, such as the process and whether we'd be charged for having a no-longer-there line from the utility pole to house re-installed.

Our interior of the house is fully wired with RG6, and ready - including a wire coming from the inside to the outside of the house - ready to hook up to outside line.  Before ordering I inspected and tested the line from entry to the point where I expect to put the gateway - it is ready.

In the chat I asked: "Will I have to pay for a line to be dropped to outside of my house (from the pole)? The one from years ago has since
been damaged/removed."

The chat answer was: "for your home you do not need to pay for a line, A technician will come out the home establish services and bring your equipment, there is a fee of $39.99 and it wont be due until the first months bill after activation"

I received an email today stating the Gateway has been shipped - with tracking number, but I have seen no indication that a tech will come out to install a line. I do not see a plain and simple way to initiate this online in my account.

Also, since we are on a late shift and usually sleep during a good part of business hours, and since I'm perfectly capable of installing the outside wire to the box they are likely to install, we would prefer if they could just do the line drop without our interaction if possible.

How do I get this process started?

Any help is greatly appreciated,

Dave and Kathy