Help with set up at new address

I’m running into a strange issue after moving to a new apartment. I attempted to transfer my Xfinity service through the app using the move feature, but every time I try, it returns an error and won’t let me proceed.

What’s even more confusing is that my account is now showing as if my service was disconnected, even though I never requested a cancellation and my account is in good standing.

I tried calling for help, but the automated system just sent me back to the same online tool that isn’t working. Since I work remotely, getting internet set up quickly is really important, and I haven’t been able to find a way to update my address or speak with a live agent. Has anyone else experienced this or found a solution?