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user_dx8x58
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11/03/2026 9:37 PM

Xfinity Voice Porting Department – Unacceptable Customer Service, Endless Runaround, and Zero Accountability

I have been calling Xfinity Voice's porting department numerous times per week trying to transfer a telephone number from AT&T that is very important to us, as we have had it for decades, and the experience has been extremely frustrating.

Every time I call, I get the same runaround. I'm told AT&T rejected the porting request, that Xfinity is resubmitting it, and that I need to wait another few days. When I call back, the entire cycle starts all over again.

Nobody seems able to explain exactly why the request is being rejected, what is being done to correct the problem, or how this will ever get resolved. Even one of the agents I spoke with acknowledged that the situation does not make sense. 

At this point, I have lost confidence in the porting department's ability to handle this issue. Simply resubmitting the same request and telling me to wait another few days is not a solution.

I would greatly appreciate any assistance in getting in touch with someone at Xfinity who can competently handle this issue, investigate what is going wrong, and take responsibility for getting this number successfully transferred. 

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12 hours ago

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XfinityMartyR

Official Employee

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3.9K Messages

1 day ago

 

user_dx8x58 Thank you for reaching out! We completely understand your frustration, especially with a phone number you've had for so long! You shouldn't have to keep going through the same cycle without being told specifically why AT&T is rejecting the transfer. We'd like to get a better understanding of what's happening rather than simply asking you to wait through another resubmission.
 
Is the AT&T line currently active, and has AT&T ever provided you with a specific rejection reason or confirmed whether there are any port/PIC freezes or transfer restrictions on the number?
 
Also, have you verified that the account holder name, account number, PIN, and service address being submitted by Xfinity exactly match what AT&T has on file?
 
One thing to note, the Xfinity service address must be in the same geographical rate center as the existing number. Numbers cannot be ported across rate-center boundaries. Have you been notified that the number may not be in the same rate center? 
 
 

 

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user_hujhvj

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12 hours ago

The phone line is still active with AT&T and paid for.  The phone number being transferred is in the same location as the Xfinity account. We did reach out to the carrier and confirmed that there were no PIN numbers or any locks that would block the transfer - It is a business account and it is just our business name on the account. They were asking if Xfinity was putting in the right name on the account, but when I spoke to the porting agent, she said that they were not sending a name in the request??

Recently, AT&T has forced us to port several numbers in the last 2 months, and this is the only one that we had an issue with. We actually ported another POTS line from AT&T to another Xfinity account successfully, so we are scratching our head why this one is experiencing an issue.

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