Complaint Regarding Mishandled eSIM Transfer and Lost Phone Number

Hello @user_1nj9vq, Thank you for contacting us and for providing the details of your mobile concerns. I sincerely apologize for the extremely poor service you've received over the past three days while attempting to activate your replacement Apple device. This is not the experience we want for our customers, and I understand your frustration and urgency to have your number restored.

Our team is limited on the mobile end, but we can get your concerns to our dedicated team. To help expedite the process, send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account.

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon 

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.

Dear Xfinity Customer Support,

I am writing to formally file a complaint about the extremely poor service I have received over the past three days while trying to activate my replacement Apple device.

I contacted customer support to transfer my existing number to my new replacement device. The first agent, Sumit, transferred the number but was unable to activate it. The device kept showing an error that the eSIM was not compatible. Instead of helping me resolve the issue, HE DISCONNECTED THE CHAT and left me completely stranded — without an active phone number.

When I reconnected, I was assisted by another agent, Juned, who told me to purchase a new line (new number) and assured me that he would then swap my old number onto that line so I could continue using it. Trusting his word, I followed his instructions and bought the new line. Only after completing the purchase did he inform me that the swap could not be done and that I would now need to get a physical SIM card.

As a result, I was charged $25 for a new number that I never needed, and I am still without access to my original number, which I use for important accounts and two-factor authentication.

For three days, I have been going back and forth with Xfinity agents who have done nothing but make me run in circles, waste my time, and add to my frustration. I have never experienced such incompetence from a major service provider.

At this point, I simply want my original number restored immediately. Once this is resolved, I plan to switch carriers permanently because this experience has been completely unacceptable.

Please escalate this matter to a supervisor or escalation team immediately. I expect prompt action and a written response explaining how Xfinity will correct this issue and refund the unnecessary charge.

This is not an Isolated Incident, In fact this...... similar to how my whole INEXCUSABLE, NIGHTMARE of a "CUSTOMER EXPERIENCE"

has been across the board web chat, app chat, "Call back" appointments 2-6 weeks apart........ Telephone Representative's who send you in an endless Loop of "Account Specialist" ......

IF you manage to bypass the automated system somehow.........

I literally tried to cancel my services 2x within my 30 day grace period...... the last one being on the 30th day....... after spending 4 hours with a sales representative in a chat....... Mind you, I've spelled out exactly what needs to be changed on my account, several Times, with several representatives............Repeatedly........ Like, I've spent.... at least 6-7 days worth of time since Aug 30th trying to operate within the system.....

Including, A visit to the Xfinity store on Labor day (To retrieve my equipment, that I Paid to be overnighted Saturday. I made sure that shipping, WOULD NOT be an Issue, as the holiday weekend was upon us. I was assured that it would not be, VIA a chat representative

After that lie was confirmed, by another chat representative...... once the previous REP disconnected me for asking direct questions about the promotional offer I w 

My last attempt FOUR HOURS!!!!!  Instead of fixing what Xfinifty Is, 100% WITHOUT A DOUBT responsible for............

1. I've lost my Phone Number...... I Originally wanted to transfer Two lines from T-MOBILE (Aug.31 

"She"

If you get this resolved somehow, I.E. Comcast takes some type of responsibility for their horrible Service, ridiculous sales tactics, and total disregard for someone who is literally trying to get my Services corrected, as they should be....or rather as I Agreed for them to be 3 months ago.

SO I CAN PAY MORE MONEY then they're trying to Nickel and Dime me for............  

Please make sure you post your experience anywhere you can on the Internet you can, starting with Reddit