Visitor
•
1 Message
Failed attempts to get a transfer pin number from xfinity
- I decided to switch my mobile service to another carrier. I tried to get a transfer pin on line but received a message instructing me to go to the xfinity store to verify my identity and account. My husband also has a mobile phone with xfinity. We went to the Xfinity store on May 7th, 2026, we were able to obtain a transfer pin for the account. I questioned whether we needed a transfer pin for each number. The agent, Ericia, helping us assured us we only needed one pin number for the account. As it turns out we did need another pin for my husband’s transfer. So, I made another appointment and returned to the xfinity store in Stockton on May 12, 2026, I was assisted by the same agent, Ericia, who had assisted us previously. She made several attempts to obtain a transfer pin for my husbands phone, I was given their iPad and answered 4 security questions numerous times. I showed my California driver license which was photographed numerous times. The first transfer security pin we received on May 7th did allow my number to be transferred but not my husband’s. Ericia was not able to get a new security pin. She brought her manager over to help but the manager could not get the security pin either, we were then connected to an agent via an iPad video call. The agent, Mon, could not resolve the problem either. I received a text message sent to my husbands phone on May 12, 2026 at 2:47 pm informing me a ticket was opened regarding our porting issue. When i checked on the progress of the ticket today at 11:00 am it read the ticket was in process. I checked again at 5:00 pm and the ticket was closed. I have not been informed of a resolution and do not understand why the ticket is closed. I am in desperate need of someone who can help me with this issue. I am 73 years old and stressed out significantly due to this event. The Xfinity account is in my name with my husband listed as a manager! I have been a loyal customer of Xfinity /Comcast for the past 14 years and never missed a payment for the service. Please help!
XfinityAlyssaA
Official Employee
•
2.6K Messages
6 hours ago
Good evening @user_had02x, and thank you for reaching out on our Community Forums regarding your transfer PIN concern-we’re sorry to hear about the frustration this has caused.
We’d be happy to review your ticket and see what next steps are needed to get this resolved as quickly as possible. To get started, please send us a Direct Message with your full name and the service address on the account so we can securely access and assist further.
To send a "Direct Message" ("Private") message:
Click "Sign In" if necessary
0
0