Visitor
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1 Message
Promotion Ineligible due to Store Agent bypassing Port-in process
Hello,
I am seeking assistance regarding a missing $500 promotional credit for my Xfinity Mobile line.
When I purchased my device, I signed up for a promotion that required porting in a phone number from another carrier. To fulfill this requirement, I purchased a number from NumberBarn and initiated the transfer.
When I arrived at an Xfinity store to activate my new device, the port-in from NumberBarn was still processing. To get me connected, the in-store agent decided to activate the device with a new, temporary Xfinity number instead of waiting for the port to complete.
I have now received an email stating that my line is no longer eligible for the promotion because the number was not transferred within the required timeframe.
Since this situation occurred due to the store agent’s decision to assign a new number rather than wait for the port I had already initiated, I am requesting that my account be reviewed for a manual override to honor the $500 promotion.
I have my documentation from NumberBarn ready to prove the port was initiated prior to the activation. Please let me know how I can escalate this to the appropriate team for a review.
Thank you for your help.
XfinitySeth
Official Employee
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1.2K Messages
10 hours ago
Happy Monday user_5dofs3 👋 Right away I want to thank you for getting started with Xfinity Mobile to become part of the family, and you're in the right place for help! If you stopped by our Xfinity offices to get a new device on a promotion you qualified for, we definitely want to make sure you see that on your account 👍
To get started, please send us a direct chat message with your full name, the name listed on the account (if different), and the full service address associated with your account to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.
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