Changing device

I am trying to change my esim to another device, following this instructions: go to xfinitymobile.com/activate -> select your old device -> select replace device- > follow on-screen instructions.  

but after entering mu imei 1 and 2 it says this is locked by previous carrier, but is a brand new galazy fold 6, bougth from samsung, unnlocked, with no previous carrier, I been trying to communicate with a human but it is just loops on the customer service phone number, can someone help?