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Number Transfer PIN withheld — 47 C.F.R. § 52.34 / FCC portability violation
I need my Xfinity Mobile Number Transfer PIN (port-out / security PIN) issued immediately.
I followed Xfinity’s own published process exactly: Primary/Manager ID, Number Lock OFF, Devices → Transfer your number, cancel this line → Get Started, plus the app path. The options are there. The PIN is not delivered.
888-936-4968 and chat stated they “cannot provide” the PIN and pointed me to a store. Nearest full Xfinity store from me is roughly three hours each way. That is not a lawful substitute for releasing a PIN I already requested online.
This is not optional customer service. It is a federal numbering obligation:
1. 47 U.S.C. § 251(b)(2) — duty to provide number portability.
2. 47 C.F.R. § 52.34 — “facilitate” means take ALL steps necessary to allow a valid port-out, without unreasonable delay or procedures that have the effect of delaying or denying the port.
3. 47 C.F.R. § 52.35 — simple ports: one business day.
4. FCC: the losing carrier cannot refuse to port because of a bill, ETF, or “policy.” Collect the money separately. Release the number.
5. FCC numbering/portability orders (incl. FCC 21-112): the Transfer PIN is supposed to be obtainable through the online account. If your site shows the tile and then fails, that is your defect to fix — not a reason to force a store visit.
A policy that phone/chat “cannot provide” a PIN, while self-service fails and the only remaining option is a 6-hour round trip, is exactly the kind of unreasonable procedure § 52.34 forbids.
I am not cancelling the line. Do not cancel it.
Official employees: I will send a Direct Message to Xfinity Support with name, address, and the mobile number. Generate the PIN and text it to that line. Confirm here that it was sent.
If this is not fixed promptly I will file an FCC complaint (consumercomplaints.fcc.gov — Phone Issues / number porting.
I want the PIN. That is the entire request.
XfinityBillie
Official Employee
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4.3K Messages
3 hours ago
@user_lj8sn3 Hello and thank you for taking the time to reach out to us here on our Xfinity Forums. I can definitely understand the frustration if you are trying to get the port out PIN, and it wasn't delivered. Just to confirm, did you only try to request it in the app, or did you also attempt to request it via our website following these directions:
Here's how to get your security PIN online:
Sign in to your Xfinity Mobile account online using the primary or manager's Xfinity ID.
Go to the Devices tab.
Select the device with the mobile number you want to transfer to a new service provider.
Scroll down the page to Transfer your number, cancel this line.
Select Learn More.
Screenshot of the Devices tab, showing the Transfer your number, cancel this line tile. Under the header is the following message. Transferring your phone number to a new carrier will automatically cancel your line. To the right of the message is a button option for Learn More.
Select Get Started.
Send a one-time passcode (OTP) to that line.
Enter the OTP. Then, select Confirm Code.
Choose the number from the drop-down menu to get the security PIN through text.
Tap Send My PIN to this number.
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