Immediate Attention Required: Unresolved eSIM/Number Transfer Issue and Dual Billing

In May 2024, I purchased a NOW prepaid number along with a Samsung phone, as well as Xfinity Home Internet, from the Xfinity Store located at 31 Grand Corner Ave Suite 31, Gaithersburg, MD 20878.

In February 2026, I purchased a new iPhone (not from Xfinity) and attempted to activate my existing number using e-SIM, but activation repeatedly failed/not allowed. I was later informed that there was an account‑level issue preventing e-SIM activation when reached out to customer support. Hence, I could not switch from Samsung to I-Phone (or any new device). Multiple support tickets were raised through customer care, but each ticket was closed without resolving the issue.

We then visited the same Xfinity Store several times for assistance, but the staff clearly stated that they do not support NOW services and offered no help.

Since then, we have made numerous attempts to resolve this problem, spending significant time on long support calls/chats, waiting in queues, and engaging in discussions that went nowhere. These repeated failures have caused unnecessary frustration and wasted hours of our time.

In May 2026, we again contacted customer support through online messaging. One of your support executives suggested a workaround:

• Purchase a new Xfinity Home Internet connection and a new postpaid number.
• Then transfer (swap) my old prepaid number to the new postpaid line.
• After the swap, deactivate the temporary postpaid number.
• This would effectively move from prepaid to postpaid, allowing me to retain my original number and finally activate it on my new device.
• This suggested solution has failed and there has been no efforts to solve from your end.

Till date, the issue remains unresolved, leaving me forced to maintain and pay for two Xfinity phone numbers without any valid reason. This ongoing problem has caused significant inconvenience and financial burden. I see there is lack of accountability in handling this case which is extremely disappointing.

The service I have received is unacceptable for a brand of your stature. It reflects a clear absence of professionalism, responsibility, and customer value. I request that this matter be addressed with the highest priority and that all additional charges caused by your errors be waived immediately.

Your support executive assured me that the issue would be fixed within 24 hours and that my number/eSIM would successfully migrate to my new iPhone. It has now been over a month since that assurance and more than four to five months since the issue began, yet there has been no meaningful progress from your end.

A simple problem has been made unnecessarily complicated, and due to your negligence, I am paying for two numbers. When I attempted to port my number to another provider, your system failed again—your staff could not retrieve the port‑out password due to the same account‑level issue.

I request urgent resolution, full compensation for wrongful charges, and acknowledgment of the time and effort I have lost because of your system failures.

Retaining my phone number is absolutely essential and non‑negotiable. Losing it is not an option under any circumstances, as it would severely disrupt my communication, impact my professional commitments, and potentially lead to missed opportunities or financial loss. It is imperative that this number is preserved without fail.

I also request to kindly arrange for calls for additional clarification until complete issue is resolved.

Kindly update and do let me know for more details.