Urgent: Failed Mobile Number Port – FCC Complaint Filed

I am requesting immediate escalation to Executive Customer Relations regarding a failed Xfinity Mobile activation and loss of my existing telephone number and service.

I am an existing Xfinity internet customer who accepted an offer for 12 months of free Xfinity Mobile service. Before accepting, I specifically confirmed with the sales representative that I could keep my Samsung Galaxy S21 and existing phone number. The representative verified my IMEI and assured me the device was compatible.

The number transfer was confirmed as successful through the Xfinity app, but I immediately lost the ability to make or receive calls. My phone identified Xfinity as the network, but displayed my phone number as "Unknown."

I have spent more than 3-4 hours at an Xfinity store, followed by several additional hours with phone support. Multiple attempts to provision both an eSIM and physical SIM failed. I currently have no active SIM and no working phone service.

My previous provider, Spectrum, has also been unable to restore my service because my former plan is no longer available.

I rely on my phone for work, and this situation is directly interfering with my employment. I have exhausted ordinary customer support channels and have now filed an FCC complaint.

I am requesting escalation to Executive Customer Relations and direct intervention from the Xfinity Mobile number portability/provisioning team. I need my existing number and service restored, or a replacement solution provided at Xfinity's expense.

Respectfully, I am not looking for another round of basic troubleshooting. I need someone with the authority to take ownership of this problem and resolve it.