Old Phone Still Reflected on my Account

I did a chat with Xfinity Mobile today. I bought the phone (S24 FE) from Amazon and took it and my old phone to the Xfinity store. all they did was swich the sim from old phone (S9) to new phone. It works, but old phone still shows in my Xfinity account. Chat says this was done incorrectly. They say sim needs to go back in old phone, then they do a BYOD "thing" which, I suppose, removes the IMEI of the old phone from my account. Then the sim goes back in the new phone. I don't understand the mechanics and the Xfinity store apparently doesn't either since it will be my third trip there when I return. I can't change and reinstall the sims because of a problem with my hand. So when I return to the Xfinity store I will tell them exactly what to do. Shouldn't have to do this--they should be telling me. If you have other info, please advise. Thanks.

@pbr1912  Got it, and thanks. If you purchased the old phone from Xfinity, it will still retain some Xfinity identifiers, but you can remove your account or personal info by resetting it to factory settings. The store can help with that. As long as your new phone works, and has your number working, you don't need to perform a BYOD or troubleshooting. But it does help complete the overall process of adopting your new phone to Xfinity and your account. You can have the store ensure the old phone is cleared, and safely use the new one once all the info is transferred through the BYOD process. What the phone agents advised is a better way, yes. You can go without it as you see by making and receiving calls, but having the right process is recommended. When do you think you can swing by the store?

I went to the store today. After one hour and four tries, the agent said he had done all he could do and was sorry it didn't work. Then someone said something about an Esim, and that the S24 FE would not support one. I said it would, per Samsung. Then they tried that and it worked. My account now shows the correct device. I received emails with an invoice that said "zero" and agent said to disregard. Then I received an email that said phone is activated and I could download Esim. Phone is working, so I see no need to download Esim. No one could explain why the physical sim would not work for this process, and the physical sim remains in the old phone. Anyway, I think process is complete and unfortunate that it took one phone call with Xfinity, one chat with Xfinity and three trips to an Xfinity store to accomplish the result. 

@pbr1912 Thanks for following up, and we're glad to hear everything is correct now. It was a unique experience, it should be easier and we appreciate your efforts in this. Most things can be done remotely, but this needed a personal touch. I'll set a reminder to check in with you on Saturday to make sure all is well with your calls. If anything happens before then, count on us. 

Hey there @pbr1912, just wanted to circle back around to make sure everything is going well with your mobile service since your issues has been resolved.