Xfinity Mobile tech support

My family just switched our 5 lines from Verizon to Xfinity Mobile in the last month. We ordered 4 iPhone 18 Pro Max's and 1 iPhone 18 Pro. The transfer process and essentially every aspect of our move from Verizon to Xfinity Mobile has been terrible. The Xfinity Mobile's tech support is beyond awful. They can't answer the simplest questions. The final straw for me was the process of activating my new iPhone 18 Pro Max that arrived yesterday. I got all my data transferred from my old phone, updated the iOS version on the new phone to the same that is on my old phone, then tried to transfer the mobile number from old phone to my new phone.

The transfer failed. Over and over again. I finally called Xfinity Mobile out of desperation and asked for help. First off, the tech had a difficult time understanding that I was trying to transfer an already ported number from one iPhone that was already on the Xfinity Mobile network to my new iPhone. When she finally understood that the number had already been ported weeks ago, she told me to use the Xfinity app to perform the transfer. I asked her for instructions on how to do this. She told me to hold. I could hear her talking in the background and asked her if she was talking to me. She replied that she was just reading a knowledge article on how to use the Xfinity app to transfer a phone number from one phone to another. Really? She doesn't already know how to use the Xfinity app? Why would she suggest using the Xfinity app when she clearly does not know how to use it? 

In the end after spending nearly 45 minutes on the phone with her, neither she nor the support person a level above her were able to fix the problem that was preventing me from transferring my phone number from my old iPhone to my new iPhone she told me I'd need to go to the Xfinity store and have them do it for me. There was nothing further she could do on her end. No other suggestions...nothing. Just go to the Xfinity store because they're the only ones who have the tools to perform the transfer. 

Fortunately, I found a knowledge article myself that wound up solving the problem. It turns out I had Number Lock enabled for my phone number at the carrier level. After disabling Number Lock, the transfer went seamlessly. Although I'm happy I was able to avoid a 1-hour round-trip visit to the Xfinity store, why wouldn't the support person know to check something like this? 

This has been my experience with every single call I've had to make to Xfinity. Every single person is poorly trained and doesn't seem to have a clue what's going on. My first experience with them was when I tried porting my number from Verizon to Xfinity Mobile. I stupidly did this the day before a business trip that took me out of town for a week. During a 5 hour call with Xfinity Mobile tech support, I had no active phone number on my phone. My phone was unable to take or make calls. That issue was finally resolved after 5 hours. The prior 2 hours was spent trying to get my wife's phone number ported from Verizon to Xfinity Mobile. 

Xfinity really needs to examine how their tech support people are trained. Frankly, they don't seem to receive much training at all. They don't even seem to understand the basics. It's taken nearly 20 hours of calls to Xfinity to get all 5 phones ported and working. I've been through a lot of different mobile carriers and a lot of different porting processes. There's usually some level of difficulty involved, but this experience really has me questioning whether or not the $10/line/month we're saving is truly worth the upfront cost in dealing with Xfinity Mobile support.