It's Precisely what Matt said. A direct phone number to the store would make it so employees there would never have time to help anyone in the store. I have found it much easier to drive there.
They are likely trying to provide the best in-store customer visit experience, eliminating delays in the customer queue that would be associated with in-store agents having to split their attention between visitors and phone call inquiries. The generic Xfinity customer service line purports to be able to address all questions. When you go into the store, they pull up your account and it should show all relevant conversations / information you've had with the call center reps.
I'm not entirely sure. I looked online at the Xfinity website and it lists the 800 number. But you can contact an agent on the website, www.xfinity.com or schedule a call back to speak to a person. Sorry I couldn't be of more assistance.
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