Transfer phone number

I am trying to move my Xfinity land-line phone service to Vonage because Xfinity's service never worked correctly. However, in order to transfer my phone number to Vonage, Vonage asks that Xfinity a) verify that the number is active, and b) provide a port-out pin number (whatever that means). It is impossible to connect to a live agent so I am asking this here in the forum. Can anyone help? Thanks.

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XfinitySeth

Official Employee

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453 Messages

13 days ago

Hello user_621pwt! I hope your week is starting off well, and appreciate you bringing your question to our community 👍 We would hate to lose you as an Xfinity voice subscriber first and foremost, but you're in the best place for assistance regardless.

If you're looking to port out your current voice number to a new provider, you can log in to the Xfinity Voice portal, where you will receive a message to get your PIN online. Alternatively, you can request your PIN through an automated phone call by calling 800-934-6489.

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user_621pwt

Visitor

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3 Messages

I tried logging into the Xfinity Voice portal and it said:

Sorry, but something went wrong.

Please contact us to reactivate your service.

I've also called the phone number multiple times but there is no clear way to get a Pin number from what is obviously a very limited automated system. And there is no way to ask for a live agent to explain the situation. The system says that if we do a router reset then they will make a live agent available, so we go through the reset but there's still no live agent.

Anyway, if the problem is that my service is not "active" and needs to be to transfer the number, then can you guys "reactivate" it so we can accomplish this?

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12 days ago

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user_621pwt

Visitor

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3 Messages

12 days ago

This is what happens when I try the Xfinity Voice portal:

Sorry, but something went wrong.

Please contact us to reactivate your service.

I've also tried the phone number several times but there is no way to get to a live agent to explain the situation. The automated system tells you that they can make an agent available after it resets the router. We've done that several times and I've responded to the text message asking if it solved the problem and when I say No there is still no live agent. The automated system just doesn't have the ability to handle a problem like this.

Anyway, if the service is not active can you guys simply reactivate it so we can get this done?

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XfinityJoe

Official Employee

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953 Messages

@user_621pwt

Please send us a DM with your full name and address to Xfinity Support.
To send a direct message:
Click "Sign In" if necessary
Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
An "Xfinity Support" graphic replaces the "To:" line.
Type your message in the text area near the bottom of the window
Press Enter to send it

See https://comca.st/3kYXwkR for an example

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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12 days ago

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user_621pwt

Transfer phone number

XfinitySeth

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