Internet outage for myself and multiple neighbors since February 23

Here is a little video of my modem. As you can see, no download speed

To illustrate the situation with the telecom line, here are some pictures I took. I've highlighted the line in red since it's difficult to see.

Here is the same line from a different angle. The at the bottom of the image is a mailbox and a road, so you can see it's hanging pretty close to the road.

I tried again today to get the internet service back up and running. Here's what happened:

1. First I called the 1-800-COMCAST number, and after some back-and-forth with the automated voice, they texted me a link to go to Xfinity assistant.

2. Chatting with Xfinity assistant, they guided me through the following troubleshooting:

   1. Check the coaxial cables are tightened on the modem

   2. Check the modem is plugged in and powered

   3. Restart the modem and wait ten minutes.

3. After doing all the stuff in the previous step, the assistant said,
   1. "I've run all the diagnostic tests that an agent would, and you'll need a technician to come out and take a closer look at the issue. You won't be charged for the visit if the technician determines that it's an issue related to comcast-owned facilities or equipment rented to you by comcast. However, if it's an issue unrelated to comcast, charges may apply. Would you like me to find you the earliest appointments we have?"
4. So to summarize, the assistant decided I may need to have a technician come visit and it gave me the option to schedule an appointment. I scheduled an appointment for March 2nd!

Here are some screenshots of the exchange with the assistant:

Today, March 2nd at about 8 in the morning, several Xfinity techs with trucks began work on the telecom lines near my house and my neighbor's houses. One of the techs in the boom truck explained that my line had been "ripped out" and there was damage to the line he was repairing. He explained this may be the cause of the lack of internet service for myself and my neighbors. Attached are some photos of them working:

Later on in the day, March 2nd about 11 in the morning, an Xfinity tech in a van came to my house for the aforementioned scheduled technician appointment. He observed the techs in the trucks working and explained they are probably going fix the problem. He explained it is better to wait for the techs to finish repairing the telecom line before checking my own modem, since their work might restore my internet. Indeed, shortly after at about 11:30, my internet service was restored as a result of the techs' work on the telecom lines. All the technicians were very cordial and patient with myself and my neighbors. Attached is a photo of the technician's van:

[Removed image: "Personal Information"]

So to summarize so far:

• The telecom line in the previous pictures I posted has been repaired and is no longer hanging on the trees.
• Xfinity internet service has been restored for myself and I presume my neighbors
• The technicians in the trucks and van confirmed there was an outage
• The outage began began on February 23rd and lasted until March 2nd, so this was a 7 day outage.

Here are some important points regarding my experience with Xfinity's customer service, both online and over the phone.

• The Xfinity outage map did not show an outage in my area
• The Xfinity automated assistant also confirmed there was no outage in my area
• All of the service reps who I was able to reach over the phone said there was no outage.
• The Xfinity service reps were confident they could remotely detect outages, and since their system showed no outage they concluded there was no outage.
• The service reps over the phone recommended several fixes for my lack of internet:
  • They claimed my modem was broken and I need to get a new modem, preferably from Xfinity
  • They repeatedly inquired about the lights on the modem. They recommended the unplug-and-restart process to fix the modem.
• At one point, a service rep over the phone explained there was a glitch in their system preventing them from sending a technician, but they explained instead they could send one for a $100 fee. I turned down their offer.
• They will try to dissuade you as the customer from having a technician come out by explaining you will be charged a fee if the lack of internet stems from an issue with your own equipment. This is understandable, because they have few technicians and they don't want to send them of frivolous calls.

For future customers, I feel it is important to note also that there seems to be little or no unified paper trail generated by each interaction I had with Xfinity customer service over the attempts I made to remedy my lack of internet. Both the live service reps and the automated systems seemed to be unaware of previous calls and appointments I had made. So each attempt required me to repeat steps like explaining my issue and modem restarts. Furthermore, the in-person technicians also could not provide any receipts about the work they were doing, except they did provide a "job number." I feel this lack of uniform paper trail makes it a bit more difficult to make progress.  

My questions now are:

• What is the best next step to restore internet in a situation like this? Is there a separate number I can call to report damage to the telecom system? It seems the customer service line is only focused on my own equipment and I wasn't able to easily report an outage.
• What is the best way to report an outage when 2 or more customers in my area don't have internet?
• Now that my service is restored, how can I get credits or some other remedy for the outage?

Thanks