Formal Complaint: Failed Number Portability, Service Disruption, and AT&T/Xfinity Refusal to Take Responsibility

I transferred my brother’s phone number from AT&T to Xfinity Mobile, but the transfer failed and the number was never activated. Now I’m stuck in a ridiculous situation where AT&T claims Xfinity owns the number, while Xfinity claims AT&T still owns it. Neither company is taking responsibility, and I’m left unable to activate the number or restore my brother’s original service.

I’ve spent over 3 hours on the phone between both companies, explaining the same situation over and over again. I’ve gotten nowhere. Nobody seems willing or capable of taking ownership of the problem. I’m just being bounced back and forth between two companies.

This is more than an inconvenience. It’s my brother’s personal phone number, and he’s now caught in the middle of a failed number port with no resolution.

Under the FCC’s number portability regulations, including 47 CFR § 52.37, wireless providers have obligations regarding number porting and procedures for handling port-out requests. I expect both companies to investigate this failed transfer, communicate with each other, and take the necessary steps to recover the number.

If this issue cannot be resolved immediately, I intend to file a formal consumer complaint with the Federal Communications Commission (FCC) regarding this number portability failure.

I should not have to spend hours acting as the middleman between two telecommunications companies that cannot figure out who controls a phone number. I don’t want another scripted apology or another transfer to a different department. I want someone with the authority to investigate this issue, take ownership, and get my brother’s phone number back.