new construction - why is this so hard?!?!?

Moved into a new home and have talked to 4 different comcast people - all with different answers. It sounds like we need someone to come run lines. My neighbor that is about 12 feet away has comcast so this shouldn't be so hard, but seems like it will take weeks. In the mean time I have received numerous calls wanting me to complete my order, they go through all the steps and at the end get an error, then nothing. Can someone help?