unresolved problems

I, and my neighbors, receive 0-1 bar of cellular service and rely on 'wifi calling'. I've been using Xfinity, with wifi calling, for several years successfully. Many weeks ago, I requested a transfer of my personal line to our family account to streamline billing. The Xfinity rep chose instead to deactivate my phone and 'add a line' to the family acct and issue a new number and sim. This action immediately disabled my phone. I immediately went to the store where they re-activated the phone. But in the process, Volte & wifi calling were REMOVED from the phone. This made my phone useless when at home (works fine everywhere where cell service works).

This issue has been escalated through all tiers of service, and they continue to claim they are working on it,,, after 2 months. I have already had 3 months of billing credited to my account.

According to Samsung & Verizon, this is an issue with Xfinity provisioning a proper IMS files. They see no reason why this is going on.

I hold Xfinity responsible for the creation of this problem through either their need to achieve 'new line' quotas or incompetence. If the only solution is to replace a perfectly good phone, then Xfinity needs to step up and support a long time customer before I move all phones and services to competitive Verizon (who guarantee that I would leave the sales office with a working wifi calling phone).

There is nobody at Xfinity willing to OWN the problem they created and resolve it by either fixing the provisioning issue or replace the phone. I wonder if anyone actually reads this.