Thank you for contacting us. I see you called in today to discuss your appointment. Due to the fact that your coaxial cables were damaged, this requires an install technician. They are only needed for special circumstances like your own, which means they are not readily available in the way our normal repair technicians are, so it takes longer to get things set up with them. Install technicians are trained in install and de-install procedures, which involves wiring.
I apologize this process is lengthy, but I am confident the technician will be able to resolve your issue once the repair is complete.
It appears a technician was recently out to replace the cables. After running diagnostics currently, it appears the equipment is now fully operational. I am glad we were able to restore your service. If you still have concerns you feel need to be addressed by a supervisor, you will need to call our support line at 866-347-3292 to speak with one.