Service pedestal outside has bad signal, needs repairs

We are having problems with very unstable upload speeds and constant jitter up to 80-100ms. The plan states that we are supposed to be getting 40Mbps upload speed, but it consistently drops as low as 5-6Mbps, no matter what time of day. The jitter is making online gaming impossible to enjoy.

Technician came over a week ago, ran diagnostics and told us that the service pedestal our house connects to gives out bad signal. He also said that the one before it down the street works just fine, so there must be an issue with either the pedestal itself or the underground cable connecting them. He told us someone else would have to come fix the pedestal, or worst case scenario, they'd have to dig to replace the cable. But it's been a week already and we have no idea if anybody was actually here or if they even plan on coming. We don't even know if Xfinity are aware of what the problem actually is themselves.

We have already done everything possible on our end to try fix the problem:

• Performed troubleshooting 
• New CAT6 Ethernet cable connected to the PC
• Upgraded plan for higher speeds
• Installed new XB8 Gateway
• Installed new coax cable and the cable connecting the coax to the pedestal

At this point it's becoming a very frustrating experience of poor communication from Xfinity. I never see support tickets in my profile on either browser or mobile app. Chat support agents are not helpful and made us waste several days thinking there was a scheduled appointment. I just wish I knew if Xfinity are aware of where exactly the problem lies on our connection, what actions they are planning to take, and when we should expect appropriate repairs to be performed.