I am paying for mobile service that I'm not receiving because Xfinity messed up my number port.

I currently have one of my phones on Xfinity mobile and decided to port one of my son's phone numbers over. We completed the order on line, he selected a new phone, and received a $400 device credit contingent on porting a number over. He wanted to get the phone right away so he elected to use in-store pickup. We placed the order and went right over to the store to pick it up.

An agent at the Xfinity store got the phone, completed the order and activated an e-sim with a temporary number while the number was being ported over. The phone worked fine and we went home and attempted to port the number. We got repeated error messages on this and when we called support they were unable to help us. So the next day we returned to the Xfinity Store. They told us that basically that there was an issue with the IMEI and it needed to be fixed but that we had to call support, it couldn't be fixed in store.

We called support and support told us they could fix it, but to get the ported number over we would need to delete the current e-sim so we did that. So now the phone has no temporary number and so it has no service at all. That would have been fine if they were able to load the ported number on, but they failed to do so, and told us we needed to go to the Xfinity store to fix the issue. I explained they already told us they couldn't and we needed to call support but they insisted this was correct.

So we went to the Xfinity store. The agent told us that in addition to the IMEI issue, both the account number and the port pin on the port request were incorrect. After some time he says everything was fixed, we got a notification from our previous carrier that the number was ported. Sounding good. He tells us that the port should be completed by 2:30pm. It's currently about 11:30 am at this point.

So it's now 4:45pm, no port. So I go back to the Xfinity store. The Manager in charge tells us that the problem is the phone because the system is telling her it's not a Comcast phone. She then shows us the screen and it says "Line bit associated with Comcast". I explain to her that "line" doesn't mean "phone/device". I also explain that the phone very obviously works on Xfinity because it literally came from their store 2 days ago and it was literally running on their service until they took us to delete the e-sim.

She says it doesn't matter because they can't figure out the issue so I need to order a new phone online and then return that phone. I asked her why I would do that if I'm literally standing in the store? She said I can't do it there because they don't stock fold phones. I said I literally got the phone from her store 2 days ago. Then she says even if they have them I would need to pay the tax again on the new device. Why would I do that if it's an exchange for the same item?

I told her I wasn't going to cancel and return the phone and place an entirely new order because that is going to cause all kinds of new problems since the phone is on a payment plan that is discounted contingent on porting a phone number that Xfinity is basically now holding hostage. She basically said too bad. Everything about the interaction felt like her only goal was to pass the issue off so that it was no longer her problem and get me out of her store.

So now I have no access to my number on my previous carrier anymore, I have a phone and service with Xfinity that I'm paying for but that doesn't actually do anything, and about 10 hours both on the phone and in the store over a course of e days with absolutely no resolution in site.