Help with security pin

My daughter has an Xfinity mobile phone but we have not had xfinity internet or cable for a number of years- she was happy with the service. She is now studying abroad in Australia and her phone died.  I had access to the mobile acct as I pay the bill. I tried to generate a security pin but she cannot receive it on her phone or her laptop. I called yesterday and was told I could not get a pin.

today I made an appt in Westwood MA at noon.  I asked to purchase a new phone and have her number moved to the new phone. The associate was very helpful but unable to purchase a new phone without an internet account. I said that's fine I'll sign up for internet. Was told the new internet account would then pull in the existing mobile number and we could get the new phone. After 2 hours this had still not worked.  We then worked on reactivating my old internet account number to see if the mobile phone would show up there- this has also not worked. It appears my daughter's acct is missing somewhere.

im leaving Thursday for Australia and I'd either like a new Xfinity phone e in hand or the code to allow me to port this number. The people in the store were fantastic but I'm not sure they know how to solve this problem. Please help me.