need to escalate unresolved issues

I had a broken underground line on 4/26.  The tech came out and resolved the issue by running a new line on top of the ground and said a construction crew would be out "soon" to bury the cable.  Received my next bill and saw I was charged $100 for the tech visit.  I was not advised of the charge, but I didn't protest.  No one came out from 4/26 through the entire month of May.  On June 4 I submitted a safety hazard complaint because of the cable running above ground.  Received a ticket number: [EDIT: Personal Information] and standard verbiage that it could take up to 14 business days to complete the order.  Someone came out to make where the utilities are after that time.  On June 13 I followed up and received the "up to 14 business days" response and then also got a new response from the virtual assistant that "A team has been scheduled to complete your underground cable line in the next week."  Fast forward again to June 27 where I talked with a live agent who advised me that a team would be out on Saturday, June 29 between 8am and 8pm to bury the cable.  No one showed up on Saturday.  I spoke to a live agent this morning (July 1) and was told that they didn't know why I was advised that someone was coming that day and that they cannot schedule this kind of work.  My new ticket number is [EDIT: Personal Information]. My neighbors are  upset about the cable and my HOA is threatening me with fines.  I have been more than patient with this process, but it seems this request is either lost or deliberately ignored.

Oh, and the best part is that that fabulous technician who came out on April 26 played a little trick on me by leaving a new modem at my house and then HIDING it, without plugging it in, behind the drapes.  As far as I can tell my old modem is still plugged in.  The guy just seems to have brought a second modem into my house and left it in a corner of the room behind furniture and curtains.  While I was on hold waiting to speak to a live agent I discovered I've been charged unreturned equipment fees for the extra modem that I knew nothing about.  My internet service has been working great since the tech visit came out in April, but I'm just stunned at everything else that went wrong with that visit.  I paid the $100 service call fee so that the tech could not follow through with the bury cable order and then I was charged unreturned equipment fees for equipment he left behind in my house that I was not aware of.  Strange way for Comcast to get more money from its customers.

AT&T Fiber is in my neighborhood.  I've always preferred Comcast, but it seems real easy to fix the bury cable problem by disconnecting my Comcast service and moving to AT&T for at least half the price.

I've read several posts about how to escalate and directly message customer care.  I see the posts that say sign in and look for the direct message icon next to the bell.  That icon is not there.