Internet line outside

Every year our outside line gets burned up and we have to call to have them come fix it. Today, the line was hot and when I looked into the box it was melting. I called Xfinity and Jane the customer service representative said because our Internet was working currently (even though this morning it has not been working that it wasn’t an emergency and we would have to wait 4 days for the next available appointment. I was then hung up on twice and tried calling them three additional times to verify that the electrician I brought in is saying it is on their end. She then hung up on me again and canceled my appointment. I am still waiting for someone to come help with this. Just waiting for my Internet to go back out again any sec. I wanted to write a review so it was documented that I did try to get someone out for this as I keep getting hung up on.