Porting AT&T landline to Xfinity Voice

On 9/30 I signed up for Xfinity Voice and filled out Xfinity's information for port my AT&T landline to Xfinity. The Ports FAQS said it would 24 hours. When it didn't transfer, I called Xfinity and was told it could take 24 to 48 hours. Today I called Xfinity and was told it could take up to 1 week. Then I got an email from Xfinity that my activation date was rescheduled to 10/08/2025. Since I never received an initial activation date, I called to see what the problem was. Someone at "Comcast LNP Escalations Residential Voice Local Number Portability" told me AT&T was having difficulty doing the transfer but gave Xfinity a Port Order # and a Confirmation # for apparently 10/08/2025. This is somewhat reassuring, but the email from Xfinity states "If this date passes without your service being activated, your phone number will no longer be available for porting and you will be assigned a new number instead."

Yikes! I had this number for over 35 years!!!! If AT&T misses the 10/08/2025 date, can't Xfinity be my advocate in getting the number transferred as required by law? (I'd consider contacting the FCC, but given the government shutdown, I can't.) Does getting Port Order # and Confirmation # from AT&T have any sort of a guarantee?

Thanks for any insight folks can provide.

P.S. Here is the link that says porting will be done in 1 business day: https://www.xfinity.com/support/articles/local-number-portability

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XfinityQuemekia

Official Employee

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739 Messages

2 months ago

Hello @ThirdTry Based on your situation and common porting practices, the risk of losing your number is very low as long as AT&T and Xfinity have a confirmed porting date. Your number must remain active with AT&T until the port is complete. The notice you received is likely a standard, worst-case-scenario disclaimer.

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" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" 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.

ThirdTry

Contributor

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61 Messages

Thank you very much. I just sent a direct message.

2 months ago

ThirdTry

Contributor

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61 Messages

Here's an update. The porting of our landline from AT&T to Xfinity Voice did complete on October 8th. Through Direct Messaging (DM) we were told that the order had not been activated properly and they (Xfinity) did some stuff on the back end including having us resubmit the order. We can now call, receive calls, and forward/unforward calls. Yay! This is better than what we were able to do currently with our AT&T POTS service.

What does not work and/or seems strange is the following:

We have no call history. We see instead a statement that there is a problem with our Xfinity Voice service and should contact support.
We have no advance call forwarding features. Instead we get a message that something went wrong and to try again.
"Manage Plan" on the website never properly resolves - it has 3 blinking dots ad infinitum. On the app, a similar problem except we have to login and then get a message that "Your order deserves a little more attention", yet we are not trying to order anything
"Home Phone" under "Your Services" doesn't reflect that we already have Xfinity Voice. There is no access to managing Home Phone. "Internet" under "Your Services" gives information such as "get to know your internet service". We think "Home Phone" would have something similar. The only way we can manage "Home Phone" service is through "Check Voicemail" under the account menu. This works, but is far from intuitive.
Secondary users show that voice permissions are off on the admin screen and we can't toggle them on. We think in reality that secondary users do have voice permissions.

Via DM, we've sent screenshots about all of this and described the issues multiple times. The problems occur on the app as well as the website. The problems occur using multiple browsers both before and after resetting our modem, our router, our browser history and browser cache.

Apparently a ticket has been opened, but we can't see it or know its progress except through the DM.

The lack of call history and the lack advance call forwarding features are the most concerning. The others aren't as annoying, but may be related to the order for the service having to be submitted about 4 times and difficulty in getting the order activated. We got a message that our order was confirmed for each order, but never anything further. We only resubmitted a reorder because support or sales asked us to because they said there was a problem.

DM is great. Without it we would be extremely frustrated rather than just a little frustrated.

2 months ago

Home Phone Service & Equipment

ThirdTry

Porting AT&T landline to Xfinity Voice

XfinityQuemekia

ThirdTry

ThirdTry

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