Soft reboot

Yesterday while trying to use my Apple Pay, I accidentally activated the emergency system which called the police and all my contacts. The phone froze. I could not turn it off.

I talked to two representatives directly on the chat. Who couldn’t fix it and told me to go to an Xfinity store. At the Xfinity store I first talked to the technician who said I needed a new phone. I then was directed to a person to get a new phone with my insurance.

He said I can fix that. He did a soft reboot. He pushed the two buttons for volume on the left side and the button on the right side simultaneously and the phone reset

I think you need to educate your people on the chat help on how to do a soft reset