Visitor
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1 Message
Refusing to help disabled person
I want to transfer my phone number to another carrier. My phone is broke and cant receive texts so I am unable to receive the transfer pin via text. Customer service told me I have no option but to go to an Xfinity store to get my phone number transfer pin. I am disabled and can not get to a store.
I've been on the phone for over an hour and they won't escalate my call or take a complaint. Under the fcc I have a legal right to my phone number and under the ADA I can not be refused due to my inability to visit a store due to my disability.
XfinityRay
Official Employee
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4.5K Messages
7 hours ago
Hi there, @user_e8zp9r! I am sorry to hear you want to change your account with us. We are glad to further assist you to make the process as easy as possible. Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.
Here's the detailed steps to direct message us:
1. Click "Sign In" if necessary.
2. Click the "Direct Messaging" icon.
3. Click the "Start new conversation" (pencil and paper) icon.
4. In the "To:" line, type "Xfinity Support".
5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
6. An "Xfinity Support" graphic will replace the "To:" line.
7. Type your message in the text area near the bottom of the window.
8. Press Enter to send it.
You can see how to send us a direct message here, https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514.
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