Creating an Online Account

I have attempted to help my mother create an online account so that she can access her services, pay a bill, etc.  She is older and does not have a mobile phone so I cannot get past the second screen of "create an xfinity id" because it asks for a mobile phone.  I have chatted twice with an agent, both times were not helpful.  The first said they would send her an email to create an account...that was weeks ago and no email...yet, they took all of her info.  The second, today, told her to add her email to her online account and then signed out of the chat. Obviously they did not read what she wrote.  I have tried calling twice and I get knocked out and hung up on both times.  This is so frustrating.