Visitor

 • 

2 Messages

Monday, March 16th, 2026 7:50 PM

Port from Verizon to Xfinity Mobile not completed three days in.

I purchased a new S26 Ultra at the local Xfinity store on Friday 3/13 to switch my mobile service from Verizon to XM.  While they attempted to port my Verizon number to my new phone, they told me there was a problem with Verizon not releasing my unlocked number and ask me to come back the next day.  On 3/14 I went back to the store and was told there was still a problem.  I went home and contacted XM support who spent an hour with me working with a Verizon tech to get the lock resolved on the Verizon system which I was told was successful.  When I checked back with XM support, I was told that Xfinity had received all of the data from Verizon and that my number would now port to the new phone within 24 hours. I waited 24 hours and called back the next day and spent another hour on the phone with an XM support person who led me through the process to download my eSIM to the new phone. Both the QR method and the manual code entry method resulted in a message stating "Your eSIM is not ready yet. For more information, contact your service provider."  The XM agent then verified that the IMEI numbers on the phone were correct on the XM database.  She conferenced a Verizon tech in who verified that the phone number was completely released on their end.  The XM agent told me it will be resolved "on or before 24 to 72 business days hours" and that there was nothing she could do to resolve the issue. I was told the eSIM download will be automatic and that I wouldn't have to do anything. Entering into the fourth day, I have tried to be patient, but am thinking I made a BIG mistake switching to Xfinity Mobile.  Can I get some help here?

Oldest First
Selected Oldest First

Regular Visitor

 • 

5 Messages

4 hours ago

I am having the same issue.  Tried to change the service from Verizon to Xfinity three days ago.  Everything was unlocked and verified at the Xfinity store.  Three days later my number is still associated with Verizon and I haven't been able to get the new eSim to move to Xfinity.

Visitor

 • 

2 Messages

Thanks for replying.  I think this is affecting many customers and Xfinity support is either uninformed of it or have been directed not to tell customers that it is a large systematic problem. 

(edited)

Regular Visitor

 • 

5 Messages

@user_wv6zgw​ agree. And based on my quick Google search, it's an issue that's been going on for years! Never had an issue like this switching carriers before.

forum icon

New to the Community?

Start Here