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Transferring xfinity cell service from iPhone 6 to IPhone XR

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Transferring xfinity cell service from iPhone 6 to IPhone XR

I spent many hours yesterday trying to have my sim card transferred from my iphone 6 to a new iphone XR purchased from the Apple store (paid in full).   The reason that I was given that it didnt work is that the Imei number is not in the Xfinity database.   Is there a resolution to this problem?