Visitor
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3 Messages
ATT to Xfinity porting: Been over 24 hours still no connectivity
On 3/21 I spoke with an agent regarding transferring my two lines with ATT to Xfinity and exploring my options. After learning about the wonderful unlimited plan and pricing, I decided to initiate the transfer. I provided the IMEI number of both the phones S8 and Iphone7 for which xfinity sent me two sim cards by 3/26. I was happy with the prompt service.
I initiated the porting from ATT to Xfinity by providing the ATT Account number and the transfer pin to the agent on 3/27 evening for one of the lines. I just wanted to transfer one line at a time to avoid being without any phone service if both the lines took a long time to transfer.
I was on the call with the agent on another phone call around 6pm on 3/27 for almost an hour while the number was in the process of being ported. ATT disconnected my service at that time. However today, 3/28 I still didn't have xfinity mobile service and I had a chat with a rep who asked me to remove sim, reboot, insert sim, change a few settings....etc. I tried it all and I was told it should work in about 30 mins.
It didn't work for another 3 hours so I reached out to another agent, who said he was an expert and asked me to take out the sim, reboot, reset network setting etc and then told me it would work in 2-3 hours.
Its been over 24 hours since the initial transfer attempt and over 7 hours since the last agent and I still don't have xfinity mobile service.
I don't want to spend another hour chatting with another agent/rep only to be assured that the transfer will be complete in another hour or two. FCC rules require simple ports, which generally do not involve more than one line or more complex adjustments to telephone switching equipment, to be processed in one business day.
Can someone help me with this issue? Is there a way to escalate it now that I have followed the protocol of reaching out to the reps/agents thrice and posting on xfinity forum?
Accepted Solution
markivinalam
Visitor
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3 Messages
3 years ago
After discussing this issue with multiple agents, ambassadors (as they call themselves) and representatives, I had a chance to talk to someone who was able to confirm that the Samsung Galaxy S8 that I have, bearing model number SM-950U1 will NOT work on xfinity's network. Even though I had provided IMEI # during the initial call to check the compatibility before considering to port from ATT to Xfinity, and was told that it would work, apparently that was not a true statement. Even the IMEI checker on xfinity's website shows that my phone would work on xfinity's network. Anyways, since the ambassador confirmed that it will NOT work, the only option I had was to port out from xfinity to another provider.
Now the challenge was to get the transfer pin. If the transfer pin request is initiated from the dashboard on xfinity's site, the code is sent to the phone. In my situation, the phone is not working, so I can neither get a text message/SMS nor a phone call. The other option was to go to Xfinity store or request via email on the file associated with my account. After talking to 3 more reps and finally their port out team representative, I was able to get the Account number as well as the Transfer Pin needed to port out.
Please note, that the Account number is not the same as Customer Number and is not visible on any documents/communications/emails/dashboard. This account number has to be requested along with Transfer pin from the port out team. This transfer pin is valid for 5 days.
I finally have all the information that I need to port out from xfinity. They have one of the best plans with $200 gift cards for phone transfers and I would have loved to have them as my service provider. Unfortunately, my S8 wouldn't work on their network. Additionally, I was also able to 'cancel' the number associated with iPhone7 that I was planning to port from ATT to xfinity without any charge since I wanted to avail the benefit of family plan or multiple line account on another network.
Now, all I need is the SIM from the provider that will allow my S8 to work on their network and port out the number.
This was my path to finding resolution. Hope @Elin977 finds this useful.
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Elin977
Regular Visitor
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11 Messages
3 years ago
I cannot believe that i am looking for the exact same reason, i also have iphone 7 and Samsung s8. Same thing happened yesterday, still no phone service. And btw, my iphone was already on Xfinity which they messed up. So out of service on both phones. Xfinity account says both numbers are active. Seeking some advice on how to get this taken care of.
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