megablue's profile

Visitor

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5 Messages

Tuesday, September 5th, 2023 10:37 PM

Closed

The unresolved mystery of the disappearing Xfinity Voice orders

Today I filed a THIRD order to add Voice service to my plan (and porting my residential phone line from Ooma).

I filed orders on 8/24, 8/30 and 9/5 and:

  • No email is sent to me confirming the order
  • An order number is provided but when I call Xfinity one week later, agents tell me that they can't find that order number in my account
  • Agents want to start a new order while I'm on the phone (because getting one on a chat is next to impossible) and I'm quoted $30/month, while placing an order online shows a $10/month, so I hung up.

What is going on with Xfinity Voice ordering system? An order number is created but not linked to an account?

Hey Xfinity, I want to BUY a service from you but you are making things very difficult. I will have to spend time by going in person to a store as a last resort.

Official Employee

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765 Messages

10 months ago

Hello @megablue thank you so much for reaching out via our Xfinity Forums. When ordering phone service online, there are additional steps for number porting that do have to be completed, otherwise, the order will not fully complete and will fall out of our systems. When going through the order process this should be fully listed out.  

 

We'd love to assist in getting this service active for you, and can connect with you 1-1 to get things moving in the right direction. 

 

Please send a direct message by clicking the chat icon in the upper right corner of the page, clicking on the pen and paper icon, then entering “Xfinity Support” in the “To” section. Please include your name and address, and we'll be happy to help .

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