Xfinity Mobile lost my phone number I have had since 2014

On July 17, 2026, I attempted to transfer my phone number since 2014 from Mint Mobile to Xfinity Mobile. I began activation around 2:00 p.m. After several hours without progress, Xfinity told me to continue waiting. At approximately 8:00 p.m., I received a porting error and repeatedly tried to resubmit the information, but the activation remained stuck. The next morning, Mint Mobile (escalated to their highest level) confirmed that the number had already been released and could not be reactivated on their end. Xfinity Mobile has refused to believe this every time I told their representative, so I got a Mint Mobile representative to join a three-way call so that they could directly tell this to Xfinity. On July 18, 2026, I also visited an Xfinity store in-person, and the staff said that they could not do anything to help and that "sometimes you just lose your number."

Over the next several days, Xfinity created multiple escalation cases. On July 20, I discovered that Xfinity Mobile decided to close all prior cases without resolution. My mobile line was also canceled without my authorization, which temporarily caused me to lose the one-year free-line promotion, which I had to spend another few hours calling Xfinity to restore. An Xfinity representative then advised me to accept a temporary number while the back-office team continued attempting to recover my original number. On July 21, someone from Xfinity Mobile Executive Resolutions called me once. I returned the call within approximately one hour, left a voicemail, and replied to the email I received. I have since left multiple voicemails but have not received a return call or email response.

This number has been mine since 2014 and is connected to family, friends, financial accounts, and other important services. I have spent many hours calling support, visiting a store, participating in three-way calls with Mint, and repeatedly explaining the same issue. This has been the worst customer service experience of my life, and I am hoping to recover my original phone number as soon as possible.