Plant extension help

We've been trying to get information regarding a plant extension at the location of our new build for a few months.  Our next-door neighbors have Comcast service, and when we've contacted Comcast, tickets have been created to research the process for extending the plant.  We've only ever received an automated phone call response indicating that our ticket is closed and there are no options to obtain service.  Is there a Comcast number that we can call to get help, or a site survey to figure out how to get this completed?