Xfinity Unable to Remove Number Lock – Multiple Failed Attempts, Store Visit, and No Resolution

I am extremely frustrated and disappointed with Xfinity and am hoping someone here can actually help us get this issue resolved.

My partner, Trevor, has been an Xfinity customer for over three years. We recently decided to transfer his mobile number to T-Mobile, but every transfer attempt has been rejected because his Xfinity account continues to show an active number lock.

We have contacted Xfinity customer support numerous times. Every representative tells us the number lock has been removed and that the number is ready to transfer. However, T-Mobile continues to receive the same rejection when attempting the transfer.

We have even had representatives from Xfinity and T-Mobile on the same phone call to try to resolve this. Instead of investigating the issue, the Xfinity representative continued insisting that the number was unlocked and that there was nothing else he could do.

On November 11, 2026, Trevor took TWO HOURS OF UNPAID TIME OFF WORK to visit the Xfinity store at 504 S. Pleasant Valley Road in Winchester, VA. Unfortunately, even the store representative was unable to resolve the issue. She indicated that she was experiencing problems with the number lock functionality on her end as well. We are also experiencing issues with this feature in the Xfinity app.

To make matters worse, when we specifically requested escalation to a higher-level technical support department, an Xfinity representative provided us with an incorrect phone number that actually belonged to Spectrum.

At this point, we have spent countless hours on the phone, visited a physical store, involved T-Mobile's transfer department, and followed every instruction Xfinity has given us. We are getting absolutely nowhere.

This is clearly an issue that needs to be investigated on Xfinity's end. We are not looking for another representative to tell us the number is unlocked. We need someone who can actually look into the account, identify why the number lock is not being properly removed, and fix the problem.

We are now being forced to pay for service with two different providers because Xfinity has been unable to release a phone number that we have every right to transfer.

I am requesting that an Xfinity moderator or someone from the appropriate escalation department reach out to us privately and help get this matter resolved immediately.

We have documentation of our failed transfer attempts, phone calls, and interactions with both companies.

We have been loyal customers for years, but this experience has completely changed our opinion of Xfinity. We deserve better than being passed from representative to representative without a solution.

Can someone with the ability to actually resolve this please help?