Xfinity support

My phone stopped working recently while I was in Europe.   Xfinity support managed to deactivate my e-sim card and told me there was nothing they could do to fix that until I returned to the US and went to an Xfinity store.  The second Xfinity tech I talk with on my Verizon phone while in Portugal, told me that the first tech caused my phone to lose all ability to connect to the internet, and had made a mistake by inactivating my e-sim.  I returned to the US 3 weeks later and the local store fixed the problem.  This Xfinity error was the source of much anxiety and frustration while I was far from home and depended on my Xfinity phone, and this was completely needless since the local Xfinity store told me the problem COULD have been fixed wile I was abroad!  I expected much better customer service from Xfinity, especially after being a happy Verizon customer for 25 years!  I am thinking that I made a mistake in switching away from Verizon to save some money.  I would like to hear what Xfinity has to say about this situation.