U

Visitor

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1 Message

Wed, Aug 18, 2021 8:30 PM

Port Number from Century Link

On August 2 2021 I initiated the process to move my mother's her home phone service to Xfinity.  She uses Century Link currently.

On this date I had an IM chat with "Bharat" who submitted the work to port the Century Link number to Xfinity.  I was told this would be completed within 5 business days.

On Friday August 6th I called Xfinity customer support to determine status and eventually was connected with someone named "Nash" who said that he could help with the final setup and number port to Xfinity.  He said this would take about 5 business days.  He had me and my mother complete a voice authorization to port the number from Century Link.

Beginning around August 11th or 12th my mother has attempted to have Xfinity customer support help her with the number port.  She has called approximately 20 times and has not found anyone who can complete this porting for her.  She often is not able to understand the agents, or is given instructions that don't allow resolution of the issue.

She spoke with someone today who said that the request to port the number from Century Link was never made, which is incorrect.  I started this process on August 2nd.  Furthermore, the agent today tried to setup a 3-way call including Century Link to authorize the number port.  The 3-way call was disconnected and no one at Xfinity has contacted her again to complete this process.  There was another 3-way call attempt earlier this week that was also disconnected before anything was resolved.

She is currently able to dial outbound calls. However she cannot receive inbound calls, presumably because the number has not fully ported from Century Link.

The level of customer service for this process has been atrocious.  I am requesting that Xfinity send a technician to my mother's condo so that the agent can facilitate the final number port in person since handling this by telephone has not succeeded.

Please let me know next steps here.

Official Employee

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316 Messages

5 m ago

Hello @user_ed65a6, thank you for reaching out to us on our community forums. This is far from the experience we want you to have. In my home, our home phone has had the same number for years! I truly understand how important this issue is. Could you please send our team a private message with your full name, full address, and the phone number that is being ported? Our team can most definitely take a further look at this issue.

To send a Private Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a live chat.

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