Visitor
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1 Message
4+ days no mobile service — need number [Edited: Personal Information] restored to my Samsung A54, abandon the Z Fold3 transfer entirely
I've spent 4+ days across 8+ chat sessions and several phone calls trying to get my line working again. I want to stop the back-and-forth and make my request as simple as possible:
I need [Edited: Personal Information] activated on my Samsung Galaxy A54 5G — the phone I was using before this started. Please do not attempt to activate the Z Fold3 again.
Background: The number was originally moved from an A54 to Z Fold3 5G (BYOD). A replacement SIM for the Z Fold3 would not activate despite repeated resets, eSIM attempts, and troubleshooting across many agents. An agent then began the process of deactivating the Z Fold3 and adding the A54 to receive the number — I completed every step asked (Number Lock removal, order approval, etc.) but the transfer was never finished. I currently have no working device on the account at all.
Reference ticket: [Edited: Privacy].
Please have someone from Tier 2 / Executive Resolutions call me directly to finish this — I do not want to restart the troubleshooting process again.
XfinityCliff
Official Employee
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409 Messages
4 hours ago
Hello @user_sf7f2k, and thank you for reaching out on our Xfinity Community forums.
I can certainly understand your frustration after spending several days and multiple interactions trying to get your service restored, especially after completing the requested steps and still being left without an active device.
We'd like the opportunity to review what's happened and help get this properly addressed.
Please send us a Direct Message* with your full name and complete service address, and we'll take a closer look into the account, review details, and see how we can best assist with getting your mobile service restored. We look forward to hearing from you.
How to Send Us a Direct Message*:
(*Note: Never send a direct message to us unless requested by us.)
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