Contributor
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22 Messages
Mobile, device marked as unsold inventory
Been to 2 different xfinity stores On this issue.
Wife has 2 phones, 1 for work. Bought new phone for Xmas. Wanted to switch number from iPhone 8 to iPhone 12, and put number from 12 on new phone. Was able to get new phone working, but when they went to move number from the 8 to 12, for some reason the 12 was marked as unsold inventory so esim can not be used.
The 12 was purchased from Xfinity, I was able to show receipt from my email, but for some reason they could not find in the system.
Last time I was in store the rep chatted with higher level support. Higher level support said I needed to get manufacturer to correct. Apple store could not understand why Xfinity would send me there, as they said it is a carrier issue because I didn't buy phone from Apple, and Xfinity is not a carrier they support in store. Ticket with transcript is ECM0022100108.
I've gotten good support here on forum in past so thought I would try here. As I understand, once the issue with phone being marked as unsold inventory the switch is easy. I do not understand how it got marked as unsold when I bought it at Xfinity..it obviously worked fine for years. Appreciate help in getting this resolved, thanks
XfinityThomasC
Official Employee
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3.4K Messages
3 hours ago
Hello, @user_294s450b Could you please send our team a direct message with your full name and full address? To send a direct message:
1. In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon
2. Click the "New message" (pencil and paper) icon
3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)
4. Type your message in the text area near the bottom of the window
5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!
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