Mom's Neighbor Won't Consent To Access To A City Utility Pole In Their Backyard

My mom signed up for Comcast/XFinity for internet and phone (I know, that's a whole separate topic...). The tech showed up at the appointed time & day to do the installation, and indicated that he would need to get to a utility pole that is in the neighbor's yard. The neighbor is unresponsive to my mom's requests to grant access to the installation tech. What recourse do we have? The pole is owned by the city, right?

EDIT: The neighbor has a locked gate, a walled yard, and dogs. So, the goal is to get them to respond so that a day/time can be set up to unlock the gate, keep the dogs inside, and let the tech do his work.