Escalation Needed – Ongoing Service Failure Leaving Me Without a Working Phone

I am writing to request immediate executive-level assistance regarding a serious service failure that has left me without a functioning phone for three days despite extensive contact with Xfinity Mobile support. 3 days of calling xfinity and still without a working phone!!! 

On December 6, 2025, my boyfriend purchased an iPhone 15 Pro for me from a reputable seller on eBay. The phone was delivered, and on Friday, December 12, 2025, I transferred my existing Xfinity Mobile phone number from my iPhone 11 Pro to the new iPhone 15 Pro.

Initially, the transfer appeared successful. However, it quickly became clear that the iPhone 15 Pro could not send or receive calls or text messages from non-Apple users, rendering the phone largely unusable. My first call to Xfinity Mobile support was placed at 3:36 PM on Friday, December 12.

From that point forward, I made numerous calls to Xfinity Mobile, repeatedly receiving conflicting information and assurances that the issue had been resolved, only to find that it was not. During one call, I spent three hours on the phone with a representative, going in circles, and was refused escalation to a manager when I requested it.

Late that evening, after 4 hours on a call with a xfinity agent, I was informed for the first time that the iPhone 15 Pro we purchased had been reported as lost, stolen, or unpaid on December 9, 2025, three days after it was purchased. I was shocked but at least we knew what the issue was at this point. It was after 9:00 PM when I was told there was “nothing Xfinity could do” and that I needed to contact Apple to resolve the issue myself.

The following morning, Apple advised me that I must work with the seller regarding the device, but that Xfinity Mobile needed to transfer my phone number back to my iPhone 11 Pro so I would at least have a working phone. My calls to Xfinity resumed at 9:30 AM that morning (12/13/25).

What followed was another series of failed attempts: repeated promises that the issue was fixed, assurances of callbacks within 30 mins to 1 hour that never occurred, and situations where one representative’s actions actively disrupted what another representative was attempting to resolve. At one point, I was working with a supervisor named Laura, who only contacted me as a follow up to see how my experience has been around 2:20pm. My first conversation with her she admitted this situation was a mess and with all the attempts made by all the others made it messier. She had me complete some steps within the xfinity app and said she would call me in an hour to complete the steps. Around 3:46, I received a call from a man named Diego who was one of the individuals I spoke to earlier that day. I told him I was waiting for a call back from Laura and he even said that someone I spoke to after working with him earlier messed up my eSim and now I might now be able to transfer the phone number back to my 11.  I was on the phone with him for 45 mins when an inbound call came in from Laura. She told me to disconnect my call with Diego and she will finish up helping me. She told me I had to go in the Xfinity app and remove the phone lock on my phone number which I had already done multiple times, once, even with her on the phone earlier. I did it again and she said we needed to wait for things to update in the system and she would call me back again. It was 4:30 by this point. I told her I have to leave by 5:30 for an event. She told me she will set an alarm to call me back by 5:00, 5:10 at the latest.

She called me back at 6:17 and I ultimately missed the event entirely because I still did not have a working phone. She was in the middle of saying something, the call got dropped, and I never heard back. 

As of today, this situation is now on day three, and I am still without a fully functioning phone due to Xfinity Mobile’s inability to properly manage a number transfer and escalation process.

This experience has been deeply frustrating, not only because of the technical issue itself, but because of the lack of ownership, accountability, and follow-through across multiple levels of support. I am requesting intervention from your executive escalation team to:

• Immediately restore my phone number to a fully functioning device. 

• I know I am a new customer with Xfinity Mobile but I’m a long time customer with xfinity all together. Id find it appropriate if xfinity could work with me on a deal for an upgraded phone. I’ve been looking to upgrade for a while but cannot afford a high installment payment. Crediting my account monthly the amount a phone payment would be would be ideal and I feel deserved at this point. 

Or, the phone I bought was an Xfinity network phone. I was able to research that Xfinity could remove the blacklist on the device. I have proof that we purchased this phone legitimately, paid for it, etc. THIS WOULD BE THE SIMPLIEST AND EASISET WAY to get this resolved.  I have a scheduled IEP phone meeting for my son tomorrow and I cannot even receive the incoming call!!!

I would appreciate contact from someone empowered to take ownership of this matter and see it through to resolution.

Thank you for your time and attention. I look forward to your response.