Visitor
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1 Message
Want to cancel a line but a phone that I am currently financing is “under the number”
I want to remove a line that was a free promo line for year but I have no use for it. However, it seems that the phone I recently purchased is under that number. I called Xfinity to remove that line and transfer the phone to the number I am actually using. They had said it had been fixed but it seems nothing has changed.
XfinityGabriel
Official Employee
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3.6K Messages
4 hours ago
Hi there! Thanks for reaching out and for explaining what's been happening. I can definitely understand why that would be frustrating, especially after being told the change was already completed. To make sure we're on the same page, is the device financing currently tied to the promotional line you're trying to disconnect? In many cases, a financed device and its installment agreement can impact what changes can be made to a line, so we'd like to take a closer look at how everything is set up on the account. Would you mind sending us a direct message with your first/last name and full address by clicking the "direct message" icon on the upper right page of the forum page? Once you click on that, click the "Start new conversation" (pencil and paper) icon. In the 'To:" line, input our shared handle "Xfinity Support" to send us a direct message, so we can review the line details, confirm whether the device transfer was processed correctly, and explore the available options for removing the unused line while keeping your financed device active. We’ll be happy to investigate further with you.
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