Visitor
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1 Message
I am at a loss with my mom's phone number
My very elderly mom recently moved to an apartment from her home. I transferred the phone and internet and was promised she could keep her number as she was moving in the same town. I had a very inexperienced support person at an Xfinity store and somehow he did not keep the same number. When I went back to talk to them because my mom's number was changed they helped me contact someone who assured me her number was recoverable and it would be in place in 48 hours. That was over 2 weeks ago. I have spent no less than 12 hours total chatting and talking to agents online and on the phone. Each time I am promised it will be fixed in 24 hours. I am given a ticket number or an order number and told not to worry. I have 3 ticket numbers and have called more times than that. The number has not been recovered. There is no way for me to talk to someone without going though an hour long maze of representatives who can't look up the ticket number or wrong connections to wrong departments. I have to retell the story every single time and start from scratch. You win. I give up. Your customer service is awful. My mom deserves a refund. No one should have to go through this to be lied to over and over.
XfinityMarshante
Official Employee
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687 Messages
1 month ago
Hello @user_hnrcqa, thank you for taking the time to leave a post. I'm really sorry to hear about the experience you've had while trying to retrieve your mother's number. I can absolutely understand how frustrating and stressful that must be, especially when you're urgently trying to get in contact with her. If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.
To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.
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user_5a6iag
Visitor
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5 Messages
22 hours ago
@user_hnrcqa
I feel your frustration. After dealing with losing control of our own Legacy Phone number, I was able to locate one Customer Service rep at the Xfinity phone helpdesk at 1-877-397-9734, on Saturday 15Nov 2025. After a second 30 minute conversation with an Xfinity tech in Support, Michelle at the Phone helpdesk was finally able to help me FINALLY regain control of our number. We had lost it on 12 November 2025 at 2:45pm EST. We did not port the VoIP number, NOR did we request it to be changed in any way, after having the SAME Number for 40 years. Xfinity platform (or someone on the payroll) just decided to give us random number in Troy Michigan and that was it. No Xfinity explanation as to why our Landline number for 40 years was snatched away without warning. NOT even an update email or text warning about the change. Seems Xfinity is not in control of their own technology, or they are unaware of the back door vulnerabilities that allow Unsolicited changes to your account. Beware. I'm sure this issue is not over for us, as this is the second "phone tampering issue" we have had with Xfinity in two months.
Unknown if any of this information will help you.
If you ever do regain the control of your original Phone Number VoIP, please remember to request:
"Primary Interexchange Carrier (PIC) or carrier freeze ~
Some carriers let customers "freeze" their accounts to stop their phone number from being ported to a different provider. With a freeze, even valid requests for a change in provider will not be processed. Only the consumer can contact the old provider to ask for it to be removed. Separate long distance and local freezes can exist and removing one will not necessarily remove the other."
This may help, but not always, prevent unexpected "porting issues" i.e. Fraudulent eSIM Swapping for mobile phones, Etc, from happening to your Home Phone Number or Mobile Number without your consent.
Hope you regain your Mom's original Home Number. Best Regards.
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