On February 9, support ticket CR****** was entered for an issue with my Xfinity Voice service that has been ongoing since my move on January 5. According to the level 1 support person I spoke with today, no progress has been made in researching or resolving this ticket.

The move was poorly handled, with the Xfinity chat agent who put in the move order canceling my existing legacy plan and migrating me to a new plan without explaining what he was doing - I’m bitter, but past that issue. During the activation of services, I ran into issues with the app and needed to speak with technicians via your “move support” number. Good people, and we got the Internet and cable service activated without issue. But, I was subsequently told, the voice service was activated before my phone number was ported from the old account to the new account. I was left without phone service for about 5 days until they could get the number properly associated with the new account.

So, since then I can make and receive phone calls, callers can leave voicemail which I can listen to on my phone. But it appears that the voice account is not fully (or properly) activated because I cannot log into the Xfinity Voice website. Because I can’t log in, I can’t review voicemail online, change voicemail settings (for email transcripts) or access the advanced call forwarding options.

Further, around January 9 I requested a new voice security pin with the website (Account -> Account and identity -> Xfinity ID and Security -> Home Phone Security PIN). Never received an email with the pin. When revisiting that page, it is now entirely blank. Upon calling support multiple times, was told to wait, “should be mailed within 30 days”, and other “brush off” answers. Various techs tried to request a pin for me, but said the system would not let them do so. Finally, on February 9, an “advanced support” tech failed while trying to request a pin and escalated the support ticket.

And still no resolution or progress… Are you folks able to help?