Urgent Escalation Request – Mobile Service Breakdown

Hello Xfinity Support,

My name is [Edited: "Personal Information"], and my service address is [Edited: "Personal Information"] - I am writing to escalate a very frustrating mobile service issue.

• I have now spent over 8 hours across two days with various agents repeating the same troubleshooting steps, with no continuity or account notes kept. Each call starts from scratch.

• The core issue is the transition of my number from an iPhone 15 (eSIM) to an iPhone 11 (physical SIM). This difference was not recognized until late in the process.

• A SIM card was supposed to be mailed to me, attached to my phone number, but it never arrived. When I reached out again, I was told I needed an eSIM transfer instead—sending me back to the beginning.

• I’ve been a loyal customer for over 10 years, with service across a family of four (four phones and three iPads). Right now, I’m left without a functioning phone line and no clear resolution.

• This situation has caused significant disruption and frustration. If not resolved promptly and fairly, I will be forced to leave Xfinity after a decade of loyalty.

I ask that leadership intervene to ensure:

1. Proper continuity of support (agents documenting progress in account notes).

2. A working SIM or eSIM solution for my device—without further delay.

3. Consideration for my loyalty and the hours already wasted.

Please respond with next steps and a direct path to resolution.

Thank you,

[Edited: "Personal Information"]