Replace Coax cable on the exterior of my home...

I have both a Comcast Business and an Xfinity residential connection coming into my home. The Business connection is consistently clean, but my Xfinity connection shows frequent MDD timeouts and CM-STATUS messages. I believe the problem is with the older coax line that connects from the outdoor T-splitter into the house, and I’d like to have that cable replaced.

How can I schedule a technician to replace the coax?

I’ve tried using the Xfinity website, portal, and phone system to set up an appointment, but the customer support process is beyond frustrating. The online portal only presents three generic options, and if your issue doesn’t fit neatly into one of them, there’s no way to proceed. The “Assistant” behaves the same way—it just loops you back into preset choices without ever letting you reach a human being.

The call-in system is identical. If your issue doesn’t fall within its predefined menu, it simply disconnects you. It feels less like a customer support system and more like a customer deflection system—something built specifically to prevent customers from reaching someone who can actually help.

While I understand that live support time costs money, this design effectively prioritizes cost savings over customer service. The FCC requires that you maintain a customer support process, and Xfinity technically does—but it’s not one that actually helps customers resolve their issues.

At this point, I’m just trying to find a straightforward way to schedule a technician visit to replace a coax cable. If anyone knows the correct procedure—or a contact method that actually reaches a live representative—I’d appreciate the guidance.