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user_4956q3
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Sunday, March 15th, 2026 10:07 PM

Successfully Reactivated Number After Rep Inadvertently Deactivated Acct - Now Cannot Port Out Via SMS

Attempting to transfer mobile number from Xfinity to new carrier. Chat rep initially deactivated number and account. Account reinstated after in store visit and hours on phone.

When requesting security PIN for port out, SMS is never received on active line. Email affirming request for PIN is received. 

Actively losing mind, please advise.

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14 hours ago

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XfinityQue

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14 hours ago

 

user_4956q3, hello there and thanks for reaching out. I apologize about your experience. I know how frustrating that must be. Despite of the mishap, I am glad that you were able to get your line restored to properly port your number out. For transferring your number you have 2 ways to get a trasfer pin. You can go into any service center to request one, or here are the steps to request it through the Xfinity app:
To request a transfer PIN for moving your mobile number to another carrier, follow these steps:
  1. Sign in to your Xfinity Mobile account online or through the Xfinity app.
  2. Select the device with the number you want to transfer.
  3. Scroll to "Transfer your number, cancel this line."
  4. Choose "Learn More."
  5. Select the active line and send a one-time passcode (OTP) to that line.
  6. Enter the OTP and confirm.
  7. The security PIN will be sent via text, valid for 24 hours.

 

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