Trouble activating xfinity modem after move

I called a week before my move and a representative told me they had me all set up; all I had to do when I got to my new address was plug the modem in and I’ll be connected to the internet... that hasn’t been the case. I called again and spoke with someone new for about 30 minutes, didn’t get any answers, then they transferred me/put me on hold. It’s been over an hour. The steps thru the XFi app are a dead end as well as the automated phone service prompts. I tried those several times before calling. Please help!!