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user_ute4ex
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10/21/2026 3:04 PM

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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6 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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user_ute4ex

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4 hours 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.
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