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user_hdz2jm
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Thursday, August 8th, 2024 1:48 AM

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Made transfer one number

Through the app, I allowed the transfer of one number from my account to another, received a pin number for transfer and transferred it to another owner. Why does the employee require my personal presence, if I have already allowed the transfer?

Do you understand that I also work and do not have time to go to your store every time? Please explain to me why you do not allow me to disconnect one of my lines? And how can I do it without going to the store, please?

Question

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Updated 

9 months ago

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XfinityLinda

Official Employee

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1.8K Messages

9 months ago

Thanks for connecting with us here in our community about your line transfer, @user_hdz2jm. I am assuming the transfer is for your Xfinity Mobile line? You are also able to connect with our Xfinity Mobile experts using one of these methods:

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user_hdz2jm

3 Messages

thanks for the answer, but there is no answer to my question in these chats.I have two lines, one of them wants to disconnect from me and switch to another account. I used the app to create a pin to switch to another account. Why do I have to be personally present in the store so that your employee accepts this pin code that I have already given?

I don't understand why you indicate in the instructions that the owners of two accounts must be present to switch the line from account to account (to receive a pin code for the switch), so I did it through the app.

9 months ago

0

user_hdz2jm

3 Messages

9 months ago

In short, I want to disconnect one line, you don't let me do it. Why?

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XfinityKei

Official Employee

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1.4K Messages

@user_hdz2jm Our apologies for the inconvenience this has caused you. These are great questions. We recommend reaching out to our dedicated Xfinity Mobile team directly by calling 1 (888) 936-4968.

I am happy to follow up with you later today to see what they tell you and please ask the reason why you're being told to go into the store. Through our non-mobile procedures we send customers to the store when we are unable to validate them. This may or may not be the case for  you. I look forward to our follow up. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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9 months ago

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