Porting to new phone


I purchased a new phone from visible. They assigned me a temp number until my new phone came in. It has come in, but I can’t port my old provider’s number in. I have authorization from them to port it to my new service, but can’t visible CS to help me. I have been in the waiting que several times and have waiting nearly an hour each time, but it then kicks me out and requires me to sign again. Is the CS always this difficult? I may have to rethink this change and return my phone.