Stuck with second phone line

A customer service agent messed up and dispatched a pSIM in addition to eSIM activation of my phone. Because of the pSIM I have now a second line that I don’t want. I have spent hours chatting with customer service but the issue is not resolved. Please help.

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XfinityPaula

Official Employee

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2.4K Messages

2 hours ago

user_ute4ex Hi there! I'm sorry for the mistake that caused the additional line to be created. We would be happy to help out and have that line removed. I also want to make sure that making any changes to that line will not create an issue with your activation. Do you have the esim activated with your correct device and phone number now?

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U

user_ute4ex

5 Messages

Yes the correct number is activated on the eSIM

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1 hour ago

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XfinityThomasC

Official Employee

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3.7K Messages

Great! @user_ute4ex could you please send our team a direct message with your full name and full address? To send a direct message:

Click "Sign In" if necessary

Click the "Direct Messaging" icon

Click "Start new conversation" (pencil and paper) icon

In the "To:" line, type "Xfinity Support"

As you type, a drop-down list will appear. Select "Xfinity Support" from that list.

An "Xfinity Support" graphic will replace the "To:" line.

Type your message in the text area near the bottom of the window.

Press Enter to send it.

How to: https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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1 hour ago

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user_ute4ex

5 Messages

33 minutes ago

I did dm xfinity support. Approximately how long does it take for someone to reply?

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XfinityThomasC

Official Employee

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3.7K Messages

@user_ute4ex When you reach out to us over social media, there's going to be a slight delay in our responses as we are not an instant chat. We function more like email correspondence.

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.
Was your question answered? Please mark as Best Answer. tick

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14 minutes ago

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Customer Service

user_ute4ex

Stuck with second phone line

XfinityPaula

user_ute4ex

XfinityThomasC

user_ute4ex

XfinityThomasC

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