Changing Land-Line phone numbers from one account to another.

Let me cut around a giant long story as to "how I got here" and just get to the meat of this problem.

I had an old account of 10 or so years we just cancelled and returned all of the gear (as instructed to do), as we just had opened a brand new account under my wife as to be able to take advantage of new customer pricing and promotions.  Firstly - this is REALLY dumb that a loyal, long term customer has to do the equivalent of a elective surgery just to get the same pricing as a new customer... Please do better by your patrons.

Next - when setting up the new account, we were assured that we could transfer our old land line phone number to the new account.  We were actually told while we were in the store they could just transfer all of the services over to my wife, then proceeded to while we were signing up for this "transfer" to start walking out all new equipment to her. It was at that point I had to stop them and ask them what exactly did they mean by "TRANSFER", and they said... well... they can't  really transfer, they have to create a new account and shut down the old account.  

So I asked again, you CAN move the old phone number on the land line to the new account, correct?

This was again met with a "YES we can do that".


Fast forward to today.  IT's been a week.  

I have contacted Xfinity multiple times, both in person back at the store after returning my equipment from the old account and was told they can't make the phone number transfer on the account there, but I can text some number (and was given some cell phone number written in chicken scratch that I can't really make out), and text the word "Ready" to it.

I have contacted Xfinity via the chat function of the online webpage multiple times, with each new technician trying as best as he or she can, that much is evident, but each one eventually throwing in the towel and asking me to call in to the 1-800 number instead of actually fixing the issue.

I have called the 1-800 number and gotten thru to 3 different representatives now. 3 times i have been told this issue has been resolved, everything is a.ok. can we do anything else for you?! So happy to help you and glad to be of service, etc.  Check the phone - Still the SAME number we were issued when the new account was activated... NOT our old number from our old account.   One such representative thought I was asking to have the number (cell number) we set the account up with swapped out for our old land line number. That would have been catastrophic. So, thankfully, I was able to get that change halted. However, the speed at which this person said that they were able to fix my issue with switching the phone lines AFTER realizing what i was asking them to do... obviously they just wanted to get off the line and not continue to work the issue.

Who exactly do I need to contact or what number exactly do I need to call to bypass the tier one support people that clearly don't know how to set this up?  It cannot possibly be this difficult.