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New customer,xfinity app shows locked

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New customer,xfinity app shows locked

I have just signed up for triple play and it will be installed next week. My account status is confirmed and I have an email stating that I can watch tv online or through the app right now. " why wait" is the claim it makes. But when I go into the app everything is locked. I contacted support, after many hours of trying, only to be told that it is not possible to activate my account until after my equipment is installed.
This confuses me as I read exactly, word for word what it states directly from my account page. But the lady was insistent that the information comcast has sent both in email and stated on their own website is incorrect. I guess she knows best...
Has anyone else come up against this? Is the info she gave me correct etc
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