Most frustrating experience - potentially dangerous

I am happy with the prices for mobile and the store employees are excellent. Everything else is shockingly incompetent and infuriating.

My spouse and I are new customers to Xfinity mobile. We wanted to bring numbers from our old providers. They were using their old iPhone and I got the Google pixel deal which was getting mailed. 

The first issue we had was my spouse's number getting merged with their father's. That seems to be a huge violation of privacy protections. However, my spouse got appropriately directed to the proper advanced department and things got resolved. For a few days.

Then my phone arrives. The kit contains a manifest detailing the number I'm bringing over and my name. There was no SIM card but I figured I'd call in and it would be an easy setup. I couldn't have been more wrong.

The first agent I talked to - without my consent or explaining what was going on - deactivated my spouse's phone. I have no idea why this happened since I clearly articulated I was trying to set up my pixel with an entirely different number than his. Of course since they never mentioned they did this I wasn't aware it happened until I deduced it from another agent. This is potentially catastrophic as my spouse works in a hospital and needs service for work. Pagers are obsolete so they use phones. My spouse not having service (with zero warning) could jeopardize patients' health. 

Finally I realized through deduction after spending hours trying to get my phone activated - not an agent taking ownership - that my spouse phone wasn't working. My main focus was resolving that issue caused by your team. It took 5 hours, endless frustration, but it finally worked. Well, then I could get my phone set. 

Not so easy. After about two hours of trying to set up my phone they deactivated my spouse's again. It took hours of trying and finally we gave up and went to the store. We had no ability to call with no service on either phone.

The store people were patient and dedicated. They fixed our issue.

Later that night, I realized I had a minor issue with group texts and account verification texts from services like Venmo. I saw my eSIM 2 was active so I tried to get chat help. The agent rightfully realized it was a complex issue (and I've spent nearly 8 hours that day trying to get support) and promised I'd get an email and call from advanced support in the morning. That never happened.

I called this morning and was greeted with apathy and no urgency. I wasn't routed to advanced support as promised. They didn't bother to read notes or transcripts. Eventually, they told me I'd need to delete my eSIM but never followed up with emails or push notifications, leaving me without service. 

I tried chat since I no longer had phone. After chatting for 2 hours, I was instructed to delete my eSIM. Which I already had done on the phone. I mentioned multiple times I've done this and I needed a qr code sent to my email. Instead, I got a basic knowledge article. That would've helped if I just needed the basic steps. But obviously my situation constituted advanced support and we'd exhausted everything in the knowledge article. At some point, my wifi went out.

Then, my wifi went out again. I got disconnected and reconnected with a new agent who didn't bother looking at the previous transcript and insisted my phone was active. The chat doesn't allow screenshots so I couldn't show that both SIM slots were empty and there was no esim set up. It was very circular with them saying my phone was active but not doing anything to check. I gave up after 3 hours of this fruitless help today.

I went into the store and they needed to give me a physical SIM but I was set up.

I'm honestly shocked at how terrible my experience was. I'm also shocked that nobody attempted to offer resolution beyond platitudes acknowledging my frustration. I'm concerned that CSRs aren't trained to ask for consent before deactivating a phone, I'm concerned that they don't read notes or log notes, and I'm concerned that they disregard the impacts that deactivating a phone can have on customers. I'm also perplexed that a simple phone activation can take more than entire workday.