I am having the same issue with getting a quote from construction department and having them start the work to install pole/line on my property for internet, etc. I tried in the spring of 2020 but gave up due to COVID 19.
Contacted Xfinity again this fall... customer service just sent a service person out when I already told them I needed constructions, etc... same deal service person says "you need construction crew" Ok, get me in with them.. this has been since November 2020. Customer service is NOT helpful... just well they will contact you; no status, no time frame. One person in customer service did notice my email was incorrect (misspelled "bellsouth" 2 s' instead of one). But that was over 1 month ago. JEEZ -- what does it take to get a status?