said by TheDuke :
The address was in Verizon's system. However the website said the address only qualifies for phone service and nothing else. No DSL and no fios.
When they installed FIOS to the neighborhood the engineers went through the database and flagged all the homes they have on record as FIOS enabled.. When your new house was built at some point someone added the address to their database but did not mark it as FIOS enabled.
Like has been said.. call and insist they escalate to engineering to verify. Refuse to hang up until they do. Start asking for their manager..
It is likely they will tell you that you will get a call when engineering is done but they often don't.. just check your address again in a week or two.