Xfinity Mobile will not let Motorola e5 play purchased from Xfinity Store back on Network

We purchased a Motorola e5 play from the Xfinity Store in July 2019 and used it on the Xfinity Mobile network. In December, we had to move to an area which Comcast/Xfinity did not have internet service. The only way to get internet at that location was to switch to T-Mobile and use the cell phone as a hotspot. Now, we have been able to move back to an area served by Comcast/Xfinity and re-started internet service with them. We just applied to re-start Xfinity Mobile and they are refusing to let the Motorola e5 play we purchased from them back on the network. They are forcing us to buy a Motorola e6 for an extra $144 (which is not welcome considering my wife just lost her job because of the Coronavirus situation).

Is there anything that can be done about this situation? I tried emailing the Office of Tom Karinshak. I got an automated reply promising a response within one business day but, of course, they have not responded.