incompetent porting

To Xfinity Executive Leadership,

I am writing to express my profound disgust and absolute outrage at the catastrophic failure of your company to perform a basic service: porting my long‑held Verizon phone number to Xfinity Mobile. What should have been a straightforward process instead became a multi‑day nightmare filled with empty promises, misinformation, incompetence, and a complete lack of accountability from every Xfinity representative I encountered.

I began my port request on Saturday at 4:00 PM, with my Verizon Port PIN ready and all required information in hand. I followed every step exactly as instructed. Instead of activation, the system immediately pushed me to call customer service. I was told—incorrectly—that everything would be completed by Sunday morning.

Sunday: More Lies, More Delays

By early Sunday afternoon, nothing had happened. I called again, this time with a Verizon representative on the line. The Verizon agent was kind enough to offer assistance and explain that, due to Xfinity’s delay, additional porting steps were required. The Xfinity representative refused help, insisted everything was fine, and promised completion “within the hour.”

That was another lie.

Monday: No Number, No Work, No Call Back

Monday arrived, and my number still had not been ported—meaning I had already been without the phone number I have used for over 20 years for more than 48 hours. I cannot log into my workplace systems without that number because of HIPAA‑related security protocols. As a result, I was unable to work at all on Monday.

Did anyone from Xfinity follow up as promised? No.

I had to call again, only to receive more hollow assurances and another “24‑hour” window. Another rep personally guaranteed she’d contact me on Tuesday.

She did not.

Tuesday: Still No Number, Still No Work

By Tuesday—still with no working phone number—I again could not work. I had to borrow a phone just to reach my doctors and pharmacies because I recently suffered a heart attack, and I am currently awaiting test results and critical prescriptions. Thanks to Xfinity’s prolonged delay, every one of my healthcare providers now had my long‑standing number falsely listed as disconnected.

This is not simply an inconvenience. This is a health risk caused by your company’s negligence.

My taxes are also tied to this phone number, along with numerous personal and financial accounts. Everything has now been disrupted.

Today: Still Not Fixed

As I write this, it is now Wednesday.
My phone number still is not working.
I still cannot work.
I have now spent over 7.5 hours on the phone between Verizon and Xfinity, only to be told—yet again—that it may take another 24–48 hours.

Even more infuriating is that Xfinity has openly admitted that every single delay was on your end.

Real Financial and Personal Damage

Your failures have caused:

• Over $1,800 in lost wages
• A complete disruption of my ability to work
• Compromised medical communication following a recent heart attack
• Massive inconvenience and embarrassment while correcting “disconnected” status with doctors, pharmacies, and others
• Hours of wasted time correcting a mess entirely created by Xfinity
• Ongoing stress, anxiety, and frustration

What Accountability Will Xfinity Take?

After days of broken promises, false information, refusal to accept assistance, and a total lack of responsibility from your staff, I want to know:

• What compensation will Xfinity provide for my documented lost wages?
• What are the consequences for the repeated delays and negligence?
• How does your company plan to prevent this type of failure from harming others the way it has harmed me?

Xfinity has demonstrated ineptitude at every step of this process.
Your customer service has been dismissive, untrained, and consistently dishonest.
The chaos your company created has affected my job, my health, my finances, and my peace of mind.

I am making this experience public because no customer should ever be subjected to this degree of incompetence or indifference. I intend to share my story widely, so others understand exactly how Xfinity treats its customers.

I expect an immediate and serious escalation from someone with actual authority to resolve this issue and address the damage Xfinity has caused.

Signed,
A profoundly dissatisfied and deeply inconvenienced customer