Please help me convert a hardphone to a soft phone and add an extra line

My small business uses Business Voice Edge.  On 7/29 I logged a support request (through the phone system by speaking with an agent) to do two things:

1) convert an existing hardphone line with soft phone support to a soft-phone only extension.

2) add an additional line with a connection to the newly-freed-up hardphone (the new extension would have the three-digit internal extension and a new external number).

I spoke with Freddy [Edited: "Personal Information"], who was very helpful, personable, understood the problem completely, and made the request.

I was concerned because he used language that involved getting the "sales team" involved because it involved adding new services (the new line).  My concern was that since the change was so minimal the salespeople would not be incentivized to actually do anything about the configuration change, because nothing would be in it for them.

That same day, Freddy sent me an email saying that he had let his manager know about the change of service request and that someone would reach out to me in 24 hours.

Nobody reached out to me within 24 hours.  On July 31, I emailed Freddy and did not receive a response.  To this date, I have not received a response.

When I look in the support system, I see that I have two tickets for  7/29, and both are resolved.  However, the system is so opaque I cannot determine what those tickets were for and why Comcast believes them to be resolved.

What on earth can I do to get someone at Comcast to respond to my simple request?

Jason