New Internet order pending, phone support cannot locate it, account pages error

I recently placed an online order for residential Xfinity Internet and selected equipment shipping to my home, not store pickup.

Additional plan details: My original online selection was 1 Gbps Internet with a five-year price offer, plus one mobile phone line, for a displayed total of $60 per month. Please verify the original offer, including the duration of the mobile-line promotion and any taxes or equipment charges, before proceeding.

Checkout generated a PDF with an order number and the status Your order is pending. The PDF says an email confirmation will be sent once the order is finalized. The checkout page said more information was needed and that I would be contacted by phone or could call support.

I called support, but the representative could not find the order using my phone number and email. When I sign in using either, account pages do not work. Account settings show Something unexpected happened and ask me to refresh or return later. Xfinity Assistant also continues asking me to sign in after login.

I previously used NOW WiFi Pass. I do not know whether that is related to this issue or whether my Xfinity ID is properly linked to the new residential service account.

Could an official employee please help locate the pending online order, identify any missing information or verification, and check whether a residential service account has been created and linked to my Xfinity ID? Please also confirm what must happen before the equipment can ship.

I want to complete the existing order. Please do not cancel it or create a replacement order without my approval. I can provide the order PDF, full name, contact details and service address privately when an official employee invites me to do so. Thank you.