Visitor

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3 Messages

Thursday, August 21st, 2025

LOST PHONE

I lost my I phone and was sent android replacement and it was added as a second line so now I have two lines in my account, one iwth lost iphone with old number and, now one with new android with new phone number.  I dont know why though .  I want to put old number onto my new android but rep ins tore sdaid I cant . I wanted to buy new iphone from store and put old number on it but store rep said I cant? Why not? [Edited: All Caps]

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Official Employee

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2.4K Messages

8 days ago

@user_5ktsfs

Thanks for reaching out to us, we apologize for any inconvenience. Have you tried reaching out to our awesome Xfinity mobile agents via 1-888-936-4968 or https://www.xfinity.com/support/contact-us  ?

 

 

Our awesome Xfinity mobile agents will beable to address all your concerns and get your account straightened out.

Visitor

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3 Messages

i did and they were supposed to send me an email with a link to download an esim to put the old number on the new phone but i never got one.  Does the local store have access to what was performed via online tech?  thx

Official Employee

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431 Messages

Hello @user_5ktsfs, yes, the retail store can also assist with the eSIM replacement. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Visitor

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3 Messages

store said bc its a NOW acct they cant help me [Edited: "Language"]??

(edited)

Official Employee

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431 Messages

Hello @user_5ktsfs, if you have the NOW mobile, for assistance, you would have to reach out through the app through the Xfinity assistant. Unfortunately, we aren't able to troubleshoot the NOW accounts. There is a dedicated team to assist. I have also attached our NOW help and support link. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
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