Visitor
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4 Messages
More than 9 hours with customer service- still not resolved
I have been trying since February to get a former land line ported to the new Xfinity mobile phone you sent me.
I the past 10 days I have spent almost 9 1/2 hours- NOT A TYPO - trying to get the cellphone operational with the landline number. Every time I call it is 60-90 minutes, that person has to work backend to try to get other teams to do whatever is needed. They always end the call with an action needing to happen on their end, and when I call back we are no closer to resolution
last Wednesday, April 15 after an hour phone call I was told that the line was successfully ported and I just needed to install an eSIM- when I called back this morning I was told the former customer service representative made a mistake and that number still wasn’t ported this morning I was on the line for 90 minutes and kept getting transferred. I am allegedly waiting for a supervisor call back
This is insane. You need to look into this and get this resolved
XfinityFrank
Official Employee
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2.2K Messages
4 hours ago
Hi there, @user_abmafk. Thanks for reaching out to us here on the Community Forum and sorry to hear about the trouble getting the landline ported to mobile. We would be more than happy to help. Is the line to be ported still currently active with the old provider?
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user_abmafk
Visitor
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4 Messages
3 hours ago
It has always been an Xfinity landline.
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user_abmafk
Visitor
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4 Messages
2 hours ago
Unsurprisingly, I never heard back from a supervisor this morning. 9 + hours so far- I am done sitting on the phone for hours while first line people try to localize people on the backend to resolve this issue. It is a problem you created - you fix it and reach out if you need something from me
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user_abmafk
Visitor
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4 Messages
2 hours ago
Unsurprisingly, I never heard back from a supervisor this morning. 9+ hours with me on the line while your front line reps try to identify the people behind the scenes to resolve this - and every time I can back I get told the last people didn’t do something right an we need to start over again.
YOU NEED TO FIGURE THIS OUT WITHOUT ME HAVING TO SIT ON THE PHONE!!!!
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