Transfer Pin DOES NOT send

I've followed and performed these instructions many times and the pin does not arrive. My numberlock is off, I went into the Xfinity store and called Xfinity support and neither could help me. I just want to transfer my number to a new carrier. 

Fromthere you will need a security PIN

1. Sign in to your Xfinity Mobile account and go to the Devices tab.
2. Select the device associated with the phone number you want to transfer to a new carrier.
3. Scroll down the page to transfer your number, cancel this line.
4. Select Learn More.

Select an active line, so we can send you a text message with your security PIN. The same security PIN can be used to transfer any phone number on your Xfinity Mobile account. It will expire in 24 hours.

Once you tell your new carrier you're transferring a number from Xfinity Mobile, you don't have to call us to cancel. When activation with your new carrier is completed, we’ll automatically cancel your Xfinity Mobile service for that line.