Is this just how Xfinity works when you try to get new service?

I’m genuinely curious if everyone has this experience, because after dealing with Xfinity for the past few weeks, I’ve come to the conclusion that apparently nobody at Xfinity talks to anybody else.

I signed up for service. A technician came out and determined that the line to my house needs to be buried, they couldn't reuse Mercury's fiber line because the connections were made differently(obviously done deliberately). Fine, whatever. Things happen.

What apparently cannot happen is getting the person who needs to bury the line to actually talk to the person who is scheduling the appointment. I’ve called customer service. I’ve talked to supervisors. I went to the local Xfinity store. Everyone tells me some version of “it will get taken care of.” Nobody can tell me who is taking care of it.

Nobody can give me the contact information for the department that actually does the work. Nobody can transfer me to that department. Nobody can give me a phone number. Nobody can give me a useful work-order number. And apparently nobody can make sure the correct crew gets sent to the appointment. At one point, Xfinity scheduled an appointment specifically to bury the line. The technician called me that day and canceled because he was a regular technician and not the bury/construction team. Four subsequent appointments have been made and canceled because they were not the correct team to be coming out.

So apparently Xfinity's solution to needing a construction crew is to send a regular technician and hope for the best.

I then spoke with a supervisor. Same story. They couldn't connect me with anyone who handles the work, couldn't give me anyone else's contact information, and couldn't do anything except tell me that it would eventually get done. Meanwhile, there isn't even a cable running to my house. I still have no Internet. 

I even told them that if they wanted to run the cable to the house and bury it later, that would be fine. Apparently that isn't an option either.

So I'm curious:

Is this normal when trying to get Xfinity service installed?

Do they actually have separate departments that communicate with each other, or is every customer just expected to keep calling random people until somebody happens to stumble across the right department?

If you've successfully gotten a new Xfinity installation completed when underground construction was required, how did you actually get someone responsible for the construction work to do anything?

Because at this point, after weeks of this, I'm not looking for another person to tell me “don't worry, it'll get done.”

I'd just like to find one person at Xfinity who knows who is responsible for getting the [Edited: "Inappropriate Language"] cable to my house.

I've already filed a complaint with the FCC and I'm ready to file a complaint with the state as well. I can't even have my old internet provide turn back on service because apparently the first technician that was out disconnected it. I sincerely regret ever calling comcast. I really hope someone here has had a similar experience and can tell me the end is in sight.