Unable to See Account Information After Move, New Address says inactive but is functional

I recently moved and attempted to transfer addresses, because I was transferring from a bulk deal with my old place they essentially cancelled that service and then turned on the tap at the new place.

On move in I just plugged in the same Gateway from my old place activated it, and was (in theory) smooth sailing. In the app I still saw my old address and billing information for my account so I called Xfinity and the rep said that I did not have service activated at either address (despite internet working fine at my new address) and that my account number should have changed when I transferred, the one I was seeing in the app was still the old address (deactivated) and he couldn't tell me the new account number or change which account number my ID was tied to. They essentially "pressed some buttons" and said I was good to ( still had no information about the new address at this point despite well having working internet)

I then started getting messages about returning my equipment (which I was told by the 1st representative that I talked to and every other rep said I shouldn't need to do) because the new location had not been activated.

So I go to my local xfinity store to and return/exchange my equipment, they tell me that neither account/address is active (something I told them I expected to be the case). They recommend that I essentially "close" the existing non-active accounts and start over to that is what I did, I got confirmation emails for me new plan (same plan that I had already setup and was seemingly working fine on my end sans the app billing and any useful information) equipment, went home, plugged it in.

When I plug it in and go into the app to activate it tells me to contact an agent (again). This new agent (again) tells me there is no service activated for my new address, they don't provide any really useful information outside of changing the network name and password because for whatever reason what it was setup with wasn't working. The device boot cycles a few times and then I have internet again, despite at no point being able to activate the equipment myself in the app.

At this point I am sort of at a loss:

• I cant access billing or account information for my (presumably) new account anywhere

• I can't see equipment information anywhere status control etc

• As part of my new plan I am also supposed to have the streaming bundle that is seemingly on hold as well until whatever toggle needs to go on for my account to be activated.

Anyone able to help?

Edit: more information for clarity

• I setup the new account at my local xfinity with the same phone number and email

• There is an outstanding credit (negative charge) on the original account, granted this should not matter for the new account but that may have put a wrench in the original transfer (this is credit not a balance I don't owe anything)

• In doing some digging I have found some relatively prelevant bugs in the App/Website that might be compounding to at least present what I assumed to be symptoms: A) The "Switch Accounts" toggle does nothing, so there may be no way view that new account yet in either portal because it is inactive which presumably prevents me from setting it as the default (setting default seems to be the work around I've found on the Xfinity Forms) B) I cannot unlink the old account because it is also inactive (at least it presents itself as such depending on what page you are on)