Need Assistance with creating an eSIM for new iPhone 16

Hello,

I am in need of assistance with activating an eSIM for a new iPhone 16. I currently have an iPhone X. When I bought the iPhone 16 form the apple website,  I checked Xfinity’s website to make sure it was compatible using the IMEI number and it said it was. When I tried to activate it and transfer my current phone number to the new phone, it kept on giving me an error message and asks me to call customer support.
We went down to the Xfinity store right away and they tried a few things and then referred us to customer support. Customer support has created about 6 tickets currently to get this resolved. They have told me to wait several days and to expect an email when it is resolved but then those days arrive, and I do not get an email. We have spoken to different customer support individuals and they have provided different reasons that this is occurring. Some have said it is due to incompatibility a few times. Others have said that it is due to a possible Xfinity app and website glitch. I have researched online and found that this is a common problem for many other users of Xfinity.  I have tried multiple steps to get this resolved. Unfortunately, I don’t have time to wait to see if the tickets are successful because the phone return period. Any suggestions and support would be greatly appreciated.