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user_rmjj5e
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Tuesday, June 11th, 2024 5:37 PM

Canadian phone number not accepted in my account

I have an account ,at XFinity. Just received an email stating that they an text message and could not reach me. My phone number is a canadian phone number, and the web site of Infinity does not want to take it. I even when to an XFinity store and they told nothong can be done !!!

Now, what do I do to have my phone number accepted ?

To answer your questions:
Yes, the format of a Canadian phone number is exactly the same, as for North America. Format: 10 numbers = (000) 000-0000.
I don't have, and never had a previous account with XFinity or Comcast.
The email said: 
Confirm your mobile number is correct
 
We recently sent you a text message but unfortunately it was not delivered.

Please take a moment to check your account to make sure your mobile number is correct. It's important to keep your mobile number up to date to ensure you receive important text messages about your Xfinity service in the future, including billing and appointment reminders, and outage alerts.
 
In my account it is written:
Verify your mobile number. A code was sent to (514) 000-0000.
We'll use this number to help protect your account setting

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Updated 

18 days ago

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XfinitySara

Official Employee

 • 

1.3K Messages

5 months ago

Hello, @user_rmjj5e! Thank you for creating a post regarding your online account concerns. I'm sorry to hear of the trouble you've had, and I would love to see what we can do to help! I believe the Canadian phone number format is the same as the American one (10 digits in total), right? Are you receiving an error when attempting to register your mobile number after already being logged in, or only the email saying texts can't reach you? May I have you provide further details around the wording in the email, please? And just to cross something else off our list, have you ever had an account with us previously that this number was tied to? I really appreciate you taking the time to answer these quick questions. It'll hopefully help us narrow down a resolution for you!

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user_rmjj5e

4 Messages

@XfinitySara​ 

To answer your questions:
Yes, the format of a Canadian phone number is exactly the same, as for North America. Format: 10 numbers = (000) 000-0000.
I don't have, and never had a previous account with XFinity or Comcast.
The email received from XFinity said: 
Confirm your mobile number is correct
 
We recently sent you a text message but unfortunately it was not delivered.

Please take a moment to check your account to make sure your mobile number is correct. It's important to keep your mobile number up to date to ensure you receive important text messages about your Xfinity service in the future, including billing and appointment reminders, and outage alerts.
In my account it is written:
Verify your mobile number. A code was sent to [Edited: "Personal Information"].
We'll use this number to help protect your account setting

(edited)

To answer your questions:
Yes, the format of a Canadian phone number is exactly the same, as for North America. Format: 10 numbers = (000) 000-0000.
I don't have, and never had a previous account with XFinity or Comcast.
The email said: 
Confirm your mobile number is correct
 
We recently sent you a text message but unfortunately it was not delivered.

Please take a moment to check your account to make sure your mobile number is correct. It's important to keep your mobile number up to date to ensure you receive important text messages about your Xfinity service in the future, including billing and appointment reminders, and outage alerts.
 
In my account it is written:
Verify your mobile number. A code was sent to (514) 000-0000.
We'll use this number to help protect your account setting

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5 months ago

0

XfinityJorge

Official Employee

 • 

1.7K Messages

 

user_rmjj5e Thanks for sending us your response and our team is here to help. Can you try sending us a DM with your details so we can work together on this. Here's the detailed steps to direct message us: 
• Click "Sign In" if necessary 
• Click the "Direct Message" icon (upper right corner of this page) 
• Click the "New message" (pencil and paper) icon 
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list 
• Type your message in the text area near the bottom of the window 
• Press Enter to send your message
 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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5 months ago

0

user_rmjj5e

4 Messages

@XfinitySara​ Did you read carefully my last email ? All the questions you are asking again have been answered in the previous email. PLEASE this time read carfully as I will repeat them !

1.- Yes the Canadian phone number as been the same format as the USA phone number format since the phone was invented. (000)000-0000)

2.- I never had a previous account with Comcast, XFinity, or any other company related to you that could me link.

3.- When I am log in on my account on your website, it is impossible to put my phone number in, it this refused: invalid or something like that.

4.- No I did not received a text message I did received an email. IF I HAD RECEIVED A TEXT MESSAGE WOULD MEAN THAT MY PHONE NUMBER IS OK AND WORKING FOR YOUR COMPANY. BUT IT IS NOT THE CASE I AM RECEIVING EMAILS  STATING TO UPDATE MY PHONE NUMBER !

To answer your questions:
Yes, the format of a Canadian phone number is exactly the same, as for North America. Format: 10 numbers = (000) 000-0000.
I don't have, and never had a previous account with XFinity or Comcast.
The email said: 
Confirm your mobile number is correct
 
We recently sent you a text message but unfortunately it was not delivered.

Please take a moment to check your account to make sure your mobile number is correct. It's important to keep your mobile number up to date to ensure you receive important text messages about your Xfinity service in the future, including billing and appointment reminders, and outage alerts.
 
In my account it is written:
Verify your mobile number. A code was sent to (514) 000-0000.
We'll use this number to help protect your account setting

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5 months ago

0

user_rmjj5e

4 Messages

@user_rmjj5e​ Problem still unsolved. It looks to me that nobody can answer or solve the problem.

XXfinitySara and XFinityJorge are supposed to be Official XFinity Employee, well up to now and after answering their questions THERE ARE STILL NO RESULT or any attemp to solve the problem. Do they really care ?

If I had the choice I would change my Internet provider, but where I am it is Xfinity or nothing !

I still hope that Xfinity will show a little bit of professionalism and at lease try to fix the problem.

I am a snowbird, and there are more than 800,000 canadians snowbirds each year in Florida. So, I am sure that there are then only me to have nthat problem. 

To answer your questions:
Yes, the format of a Canadian phone number is exactly the same, as for North America. Format: 10 numbers = (000) 000-0000.
I don't have, and never had a previous account with XFinity or Comcast.
The email said: 
Confirm your mobile number is correct
 
We recently sent you a text message but unfortunately it was not delivered.

Please take a moment to check your account to make sure your mobile number is correct. It's important to keep your mobile number up to date to ensure you receive important text messages about your Xfinity service in the future, including billing and appointment reminders, and outage alerts.
 
In my account it is written:
Verify your mobile number. A code was sent to (514) 000-0000.
We'll use this number to help protect your account setting

Like

Reply

4 months ago

XfinityVianney

Official Employee

 • 

1.7K Messages

 

user_rmjj5e I can assure you we are here to help. I understand how essential a reliable internet connection is, especially when Xfinity is your only option. Please know that your concerns are important to us, and we are committed to all customers who reach out. 

To proceed, please ensure that you use a U.S.-based phone number for any communication or account updates, as our systems do not support Canadian numbers, as you and others in this thread have experienced. I apologize for any frustration this may cause.

I don't see any plans to change this going forward, but we are always working to expand options for all our customers. 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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4 months ago

0

user_n2orr8

1 Message

5 months ago

I have the same problem. Canadian phone number dont work by the way Xfinity is the only company who i have this trouble.

(edited)

3

user_wm2qgo

1 Message

Aug 2024 and same problem exists

The interesting thing is... Xfinity doesn't pay to text to Canada yet blocks us.

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3 months ago

0

XfinityKassie

Official Employee

 • 

1.3K Messages

 

user_jqte7x Good afternoon! Thank you for reaching out to our Community Forums Team. We appreciate you sharing your experience as we are always looking to improve our customers experience, and make the transition as smooth as possible. While we don't recognize Canadian phone numbers at the moment, that could be something we add in the future. In the meantime, an email address would another way to receive preferred communication. Are you still needing assistance with your account and services today? 
 
Additionally, service calls usually don't have a charge, unless there is something that is an issue with your own equipment or wiring. Anything Comcast related we wouldn't charge for. Usually this is determined by our technicians. 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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2 months ago

0

user_lmzvo1

1 Message

5 months ago

Same problem here too!

0

0

user_sul0sx

3 Messages

4 months ago

Same here.  I called and the girl told me she could do something in the configuration to get it to work, I just needed to confirm my social security number.   I almost lost my mind… Canadians don’t have social security numbers!    I got so frustrated with going in circles that I ended the call… gave up!

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user_41q0d2

2 Messages

Yes people in the USA don't get it that we don't use the SIN number as an identification number here in Canada!  

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4 months ago

0

user_41q0d2

2 Messages

Xfinity also does no appear to care if their canadian customers have secure logons for their accounts otherwise they would fix the issue of be able to send text to numbers in Canada for account verification!

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4 months ago

0

user_isc16465

3 Messages

4 months ago

This is the most ridiculous thing I’ve seen from such a big organization. The dial plans in Canada are intentionally coordinated with US number plans. The area codes etc. all coordinate for seamless dialing. 

the only reason I can think that they don’t enable it is they probably want all Canadian snowbirds to buy a Comcast wireless phone. 

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user_0feqmh

2 Messages

4 months ago

It is frustrating. I keep getting emails to update and confirm my mobile number but they don't recognize Canadian numbers, so no can do....

4

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XfinityBenny

Official Employee

 • 

636 Messages

@user_0feqmh Thanks for posting and sharing you have a phone number from a different country. The service is available for people in the US to use. Since there is no service in Canada, Mexico, or other countries, a US phone number is needed. Please obtain a US based phone number to proceed successfully and securely.  

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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4 months ago

user_sul0sx

3 Messages

But Canadian customers own properties in Florida.  And with this little invention of a cell phone with a US data plan… why would we want to get a phone is US just to get your texts?   Every other company I deal with in the US (e.g., FPL, insurance) can text my Canadian cell.  Lmao!!

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4 months ago

0

user_isc16465

3 Messages

@XfinityBenny​ once again this is a silly answer.

I know this is the answer you are scripted to provide but as someone who worked in the telecom industry the requirement to have a US wireless number should not be necessary. Comcast should need to do nothing more than enable Canadian area codes to allow texting. 

I assume if I have a wireless phone from Comcast on your network I can text Canada or is that not allowed either?  

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4 months ago

0

XfinityJeniece

Official Employee

 • 

2.4K Messages

We appreciate your feedback, user_isc16465, and I will definitely make sure it is submitted. Here is a link to our international calling plans, https://www.xfinity.com/mobile/my-account/international. Our texts to Canada would be free, however, there would be a fee to call Canada from the US. Let us know if you have any additional questions. 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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4 months ago

0

mglasier

New Poster

 • 

2 Messages

3 months ago

Thanks for the question. Another Canadian with the same issue. If you cannot accept a Canadian phone number in your system, that's fine, however, please stop asking me to add one to your system. Surely we're technologically advanced enough to make this type of amendment. Or consider Xfinity to 'step up' and pay for an international call plan.  

0

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user_sul0sx

3 Messages

3 months ago

LOL.... I just got an email from xfinity saying "We recently sent you a text message but unfortunately it was not delivered.  
Please take a moment to check your account to make sure your mobile number is correct. It's important to keep your mobile number up to date to ensure you receive important text messages about your Xfinity service in the future, including billing and appointment reminders, and outage alerts."

This kills me!!  I can't confirm my cell number on my account, because you can't text Canadian cell phone numbers!!!     And I'm not getting a US based cell phone when EVERY OTHER US company I'm associated with (as a FL property owner) works fine!  This is not my problem, it's yours!!

1

user_0feqmh

2 Messages

@user_sul0sx​ I feel just like you. They are so frustrating. Every other company can do it, why not Xfinity?

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3 months ago

0

user_s1orio

1 Message

3 months ago

I'm having the same exact issue. My phone works with Publix app, Target app, TD Bank (US) and US airlines. For some reason, it doesn't with a telecom company ...

0

0

user_241ecb

Visitor

 • 

1 Message

2 months ago

It is obvious xfinity has NO CLUE how to fix this issue.  

The backup to having a text sent is using the client email.  

look at the bright side....you won't receive any stupid texts asking you to sign up for a mobile plan!   Lololol. 

sad this HUGE company can't get into the 2000's and update their systems.  

0

user_q3yz9p

1 Message

27 days ago

As a snowbird I have the same issue. Has anyone used any other US telecom , and had success. [Edited: "Inflammatory"]

Al

(edited)

0

0

GailOS

Visitor

 • 

1 Message

22 days ago

Yes same here. Xfinity must have tech people on staff who can resolve this issue. 

1

0

XfinityAngie

Official Employee

 • 

1.4K Messages

 

GailOS, Thank you for reaching out to Xfinity Support. I did some checking into this for you. This is something we are working on. We have what we call an elevation submitted trying to get this very thing improved. It does have something to do with the carrier agreements. We recognize that we have a lot of Canadian customers who spend their winters further south, and we need to make it easier to send messages via mobile texts. We appreciate all your feedback and I wanted you to know that it hasn't gone unnoticed. We appreciate your patience while we work on this. 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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22 days ago

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user_vkwuma

1 Message

18 days ago

I have the same issue. I have complained to Xfinity , but they either don't care enough about their Canadian customers or they don't know how to resolve this problem. If others can do it, my banking, FPL, etc.. why can they not get their act together and resolve this issue for all non residents who own property in the US?

(edited)

1

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XfinityAlyssaA

Official Employee

 • 

1.7K Messages

Thank you for your feedback @user_vkwuma, we appreciate it as we are always working on ways to improve our customer experience. We are happy to forward it. Feedback can also be left directly on our website here https://www.xfinity.com/support/svp-contact-form. We assure you that we do care about our Canadian customers and this is something we are working on. We appreciate your patience and hope to have new information available to share in the future. 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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18 days ago

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