Urgency: Line Reactivation due to Port out Pin delay 3+ days

I am formally requesting my Number Transfer Port-Out PIN. I have been working on this for 4 days with multiple calls and trips to the Xfinity store and now my service has been disconnected.

This is unacceptable.

I have not been given an explanation as to why Xfinity has prevented me from transferring my number other than it is likely an internal account system error related to the timing of my request for the Port Out Pin somehow caused or resulted in my service being cancelled prematurely.

Regardless, it is not a valid reason to ignore or block my port-out request to transfer my number let alone disconnect my phone service making this transition even more stressful and confusing.

Under FCC number portability requirements, carriers may not delay or deny a customer’s ability to port their number due to internal errors or account configuration issues.

Continuing to block access to my port-out PIN prevents me from transferring my number and the disconnection of my phone service entirely clearly places Xfinity out of compliance.

I am requesting immediate escalation to a trained supervisor or specialist who can correct my account status by reactivating my service and providing my Number Transfer PIN without further delay. I expect this to be resolved promptly

We appreciate your patience, @nwgirl73, and I want to thank you for making these posts. Depending on the board(s) used, some posts may not get addressed immediately, so we ask that you refrain from creating multiple posts for the same concern(s). I've gone ahead and put both of your posts together for now, and our team will be glad to take a closer look and escalate this on your behalf however we can. Could you please send our team a direct message to continue?

How to send us a direct message:  

1. Click "Sign In" if necessary.  
2. Click the "Direct Messaging" icon.  
3. Click the "Start new conversation" (pencil and paper) icon.  
4. In the "To:" line, type "Xfinity Support".  
5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list. 
6. An "Xfinity Support" graphic will replace the "To:" line.  
7. Type your message in the text area near the bottom of the window.  
8. Press Enter to send it.  

To expedite your request, we ask that you please include your name and the service address alongside a detailed summary of your request/question. Thank you!