Escalating the pending issue 40+ days without my ported mobile number

Dear Xfinity Executive Support / Xfinity Mobile Leadership,

I am writing this letter to formally escalate a serious and prolonged service failure involving my Xfinity Mobile account and my primary phone number ending in 6267, which I ported from T-Mobile in early December 2025.

Despite more than 40 days of follow-ups, 20+ agents, multiple supervisors, and repeated promises, my number is still not functional and the issue remains unresolved.

This experience has caused significant personal, professional, and financial harm.

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What happened – Chronology of events

My number was caught in a cascade of Xfinity system and order-management failures that Xfinity has not been able to fix:

1. I ported my long-standing T-Mobile number (6267) to Xfinity in early December 2025.

2. Due to Xfinity’s failure to clear pending orders, despite paying Xfinity iPhone 17 Pro max device in full, I had to return it and I was forced to buy a new iPhone from Apple Store .

3. Xfinity was unable adding a second line from another provider, which Xfinity had assured was possible.

4. When I purchased a new iPhone from the Apple Store before international travel, Xfinity could not add it to my account due to unresolved backend errors for longer than a week.

5. My old device iPhone 13 was assigned a temporary number, then later swapped back to 6267 just before my flight.

6. While traveling internationally, my phone had no service, even though Xfinity had confirmed it would work abroad.

7. After returning to the U.S., I followed up again and expressed to retrieve 6267 number, and received an email stating my number was “locked.”

8. I waited over a month for refunds.

9. After 30 days wait I had only one option to open a new account and was given a new number on the iPhone I purchased myself.

10. I was later told my original number had been “deactivated 30 days ago and could not be retrieved.”

This was proven false when I produced Xfinity email records showing the number was still active in Xfinity systems until today.

Even after proving this, I am still waiting for my original number 6267 to be restored.

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Operational failure and misinformation

Your frontline agents were professional and empathetic and able to get into the issue.

However, the backend technical and order-management teams repeatedly provided false, contradictory, and misleading information.

I was told my number was “lost forever,” which caused severe distress because that number is tied to:

• Bank accounts and credit cards

• Health care portals

• Financial and security OTPs

• Travel and identity verification systems

While stranded abroad, my bank cards were blocked and I could not authenticate myself because my phone number — which Xfinity said would work — was not functioning.

This was not a minor inconvenience.

It was a service disaster.

Time and productivity lost

I have spent:

• 30+ hours on the phone

• 20+ agents

• Re-submitted IMEI and device details over 10 times

• Lost contact with my work colleagues and two full working days due to constant calls and escalations

   •     Lost contacts with bank after bank card was blocked and it affected my health and other services as my health appointments & updates were registered to the number

Yet the issue remains unresolved and it the loss continues.

I rate:

• 9/10 for Xfinity frontline agents

• 1/10 for Xfinity backend technical support

• 1/10 for supervisory and resolution management

What Xfinity must improve

To prevent this from happening to others:

1. Clearly disclose in bold that if one line is on Xfinity, other carriers cannot be used on the same device — even though modern iPhones support multi-eSIM.

2. Disclose device locking and 60-day restrictions before allowing customers to port or change numbers.

3. Provide and honor real resolution timelines.

4. Provide a visible written complaint channel for unresolved issues after 3 attempts instead of forcing customers into endless call loops.

5. Be honest and transparent about system failures instead of giving false explanations.

6. Provide a ticket or token number via text or email after every unresolved case so customers can track it.

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What I am requesting

I am requesting:

• Immediate recovery and activation of my original number 6267

• Written confirmation of what happened and how this will be fixed

• Appropriate credit and compensation for the loss of service, stress, and disruption caused

I still hope that my number can be retrieved and that Xfinity will correct this before it becomes permanent damage.

However, this experience has severely shaken my confidence in Xfinity Mobile’s systems, transparency, and accountability.

I am submitting this in good faith and in the expectation that Xfinity will finally take ownership and resolve this properly.

thanks