My Phone Number is Being held Hostage: 16+ Hours in Retail Stores & Still No Service

I am reaching out here because I have exhausted every possible traditional support channel. For the past 7 days, my phone number has been "held hostage" by an internal Xfinity Mobile system error, and I am currently left with zero cellular service.

The Issue: My number is reportedly "stuck" in a back-end provisioning ticketing system. This glitch is preventing my eSIM from downloading. Because the line is stuck in this "provisioning limbo," I am unable to:

1. Activate my phone.

2. Get a temporary number.

3. Receive a replacement device.

4. Port my number out to another carrier (the system won't release it).

The Effort:

• Time Spent: I have spent over 16 physical hours inside Xfinity retail stores across five separate visits.

• The Result: Store remains unable to override the backend ticket; phone support is stuck in a loop of "re-escalating" a ticket that never moves.

I am a professional who relies on my device for daily operations, and being completely disconnected for this long is unacceptable. I need a Tier 3 Technical Supervisor or someone from the Executive Resolution Team to manually clear the stale provisioning profile and force-push the activation.

Has anyone else dealt with a "stuck" backend ticket that retail couldn't fix? To the Xfinity team: Please help me resolve this before I am forced to file a formal complaint with the FCC.