Terrible first impression

I'm writing to formally express my disappointment with my experience switching from AT&T to Xfinity Mobile. We chose to make the switch because we were assured the activation process would be simple and straightforward. We were not changing phone numbers, purchasing new devices, or making any significant changes to our setup. We simply needed to transfer two existing lines to Xfinity Mobile. Instead, the process has been extremely frustrating and time-consuming.

My husband and I have collectively spent hours with customer service representatives over the phone and via chat with agents online to get our service activated. My husband was attempting to troubleshoot the issue while traveling for work, while I was simultaneously trying to figure things out with customer service between camp pickup, dinner, and caring for our children. Despite all of this time and effort, the issue still has not been resolved. We literally have no cellular service and haven't for most of the day now. 

We've been asked to activate the eSIM countless times and reset our network settings. We were even told at one point that the IMEI numbers provided had been assigned to the wrong devices, resulting in further activation failures for both lines. We've continued to make repeated attempts with Xfinity reps via chat to activate our cell service service and it's still not working. We can't make any calls or receive messages. 

This has been an incredibly poor introduction to Xfinity Mobile and falls far short of the seamless transition we were promised.

Given the amount of time we have spent attempting to resolve issues that originated on Xfinity's side, I am requesting that Xfinity Mobile make this right by providing a very meaningful service credit, ideally several months of complimentary service for both lines, to compensate us for the significant inconvenience, lost time, and frustration this experience has caused.

First impressions matter, and at this point we need to feel confident that Xfinity values our business and is willing to stand behind the customer experience it promises. I appreciate your prompt attention to this matter and look forward to hearing how Xfinity intends to resolve it.