Internet installation problems

I’ve called xfinity 3 times already to have my internet service running and had appointments with techs but they never showed up. I called again and now they are telling me that I have to go into an xfinity store and bring some kind of utility bill because they aren’t able to verify my address. My ex roommate had xfinity and did not have an issue when trying to install and so do my neighbors. Has anyone experienced this? This is so frustrating