Port/ transfer problem

Long story short, I have xfinity now mobile and wanted to keep my number but transfer it to a postpaid xfinity mobile line and new device. I contacted chat and 2 hours later I ended up it’s a new number on my new device and my existing number on my old device and was told that in 12 hours my number would automatically transfer after I did a power cycle on my phone. Does this sound right or should I just go to a store? The closest store to me is an hour away, so I’m hesitant to even go if they aren’t going to be able to resolve the problem then and there. I wanted to speak with the store before I went, but apparently they don’t have phones.