Why do I have VoIP and how can I get it changed?

I switched my mobile service to Xfinity last year in June due to a promotion when I moved into senior living.  Then, in March I found out that I have a VoiP line -  because a government site wouldn't allow this number to be used for a verification number.

I don't know why I have VoiP instead of cell, for this smartphone.  I spent over 4 hours on the phone with level 1 tier representatives who all claimed not to understand what VoiP is, could not switch me to cell, and also screwed up my account - which I still have to clean up.  I also tried chat; and AI and then a person couldn't help me. 

I really need help either in knowing what I can do, or by being able to tell the next rep what to do, or by being directed to someone who can help with moving my Xfinity-purchased cell phone (with ported number) be an actual cell, not VoiP.  As far as I can tell, I don't want or need VoIP.

I saw in this forum another person who had this solved by - I think it was - Natalie.  But that was a year ago.  Could someone help me with this?  If so, I'd be really grateful.   Both the topics I found below said send a direct message - but the direction are no longer accurate.

Help please.

Thanks so much! 
[Edited: "Personal Information"]

https://forums.xfinity.com/conversations/home-phone-service-equipment/porting-voip-phone-number-issue/684f1a3677fc803178588bc4?commentId=6851c42ec47db2552f320999

https://forums.xfinity.com/conversations/customer-service/unable-to-remove-my-phone-number-from-voip-status/6572276af961c6163a30c1d5?commentId=65722848e4ada5345191dc1b