Turn off Number Lock non-functional via web and apps

In the process of upgrading a device (iPhone to iPhone) the activation process requires that number lock be turned off. Attempts via Xfinity website (Windows Chrome browser), Android app, and iPhone app have all failed to function beyond a simple screen refresh. 

An Android device also in the account that has had number lock on for some time also cannot be turned off via Xfinity website (Windows Chrome browser). 

Call one to service unable to help beyond recommending the Android app.

Call two to service unable to help beyond recommending a visit to Xfinity Store. 

I'm expecting the store to be a self-service kiosk with a direct phone to service.