Agent Just Transferred Me different line while trying to resolved issue [Edit]

user_v5swgq Thanks for reaching out for help with getting your land line ported to a mobile number. I would be happy to help get this done for you. Were you porting it to a new Xfinity mobile line, or a line with another mobile carrier?

user_v5swgq Thanks for clearing that up for me. I would be happy to assist with getting it ported.

Can you send us a direct message with your full name, name of account holder (if different), and service address please?

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon (speech bubble)

Click the "New message" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

As you are typing a drop-down list appears. Select "Xfinity Support" from that list

An "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window

Press Enter to send it

user_v5swgq

Thank you for reaching out and sharing your experience with us. I am deeply sorry for the inconvenience and frustration you've faced while trying to port your landline to Xfinity Mobile. Your experience is not reflective of the service we strive to provide.

I understand how important it is to have your phone issue resolved promptly and accurately. I assure you that we are committed to addressing this matter with the urgency it deserves. Please accept our sincere apologies for any miscommunication and the inappropriate transfer you experienced. This is certainly not the level of service we aim to deliver, and we are taking steps to prevent such incidents in the future. Your feedback is invaluable, and we appreciate your patience as we work to resolve this issue. We are in looking forward to your response to the direct message we sent you yesterday.