Xfinity does not care about Hazardous Lines down

 Yesterday morning I noticed the cable line hanging in my backyard, about 2 feet off of the ground. I called Xfinity to report the issue. The customer service representative said she understands, and that I would like to have the wire buried. I had to explain to her that the wire is hanging from a pole, below the power lines, and that it needs to be brought back up, not buried. I also explained that it is a hazard, especially with having kids and animals that play in the backyard. She assured me that a technician would be out this morning between 8am-12pm. After speaking to her, I don't think she understood what I was talking about, so I also put in a complaint of a wire down on their website.

  This afternoon at 12:05 when no one showed up, I called customer service back. They said that the appointment is for tomorrow morning and there must have been some miscommunication from the representative yesterday. Which definitely wasn't the case because she reassured me several times that it would be "tomorrow morning". So again, I explained how dangerous this is, and she told me that they needed 48 hours in order to get a permit. The wire is drooping down-why do you need a permit to re tighten the wire to the pole? She could not answer any of my questions. I then asked to speak to a supervisor and was told that he is currently on a call and the wait time will be a couple of hours. I told her that was fine, and I will gladly wait on hold. After a very long pause, she told me that the call back time frame from a supervisor is 24 hours.

  I do not understand how a hazardous problem such as a downed cable line in some ones yard is not taken seriously? I really couldn't believe it when I searched through the Xfinity forums and found numerous posts about this exact same issue. This is seriously making me reconsider my cable and internet provider.