Mobile data plan switch won’t complete

I went to an Xfinity store today to try to upgrade both phones on my plan. I was told I needed to switch to the gen5 Premium Unlimited plan first. The guy helping said it usually takes 5-10 minutes at most, but it could take 24 hours. It’s been about 4.5 hours and I’m a bit concerned because every time I try to look if it’s doing anything, it just goes to a page that says “Sorry, something went wrong.” Is this normal?