Moving internet to new build house

I am having trouble getting xfinity to setup my gateway at my new address. It is a new build house and the address has been registered with the city and mail services but xfinity cannot find the address in their system. My neighbors in their new build have xfinity so I know it is available. I have a open ticket request

HS3386467 and they want me to upload documents but I never received any email to do so. I have the equipment already so not sure why they cannot remotely activate or have a technician come and activate at my home.