DO NOT BELIEVE Xfinity if they tell you 1) sim swapping is simple! or 2) Be assured, we have resolved your problem.

@XfinityTimothyA​   I am working with another rep (my fourth, I believe?) who says she sent me a new sim card that I should receive today (4:30pm, no sim card yet).  I don't need to bring anyone else into the mix right now.  If she fails me, I will take you up on your offer.  In the meantime, I posted this message as a warning to others considering swapping phone numbers amongst their phones.

@XfinityTimothyA​   So, after not receiving the promised SIM for the 2nd day - I did as you suggested (direct messaging) and all I'm getting is arguments that I should be contacting Xfinity Mobile.  What happened to, "Our team can most definitely take a further look at this issue." ?

@XfinityTimothyA  - an update since, at one point, you seemed interested in the fact that I wasn't being helped.  I was told my new SIM card (which may not resolve my problem, but not one of the 4 or so techs I've spoken to has known how to resolve my problem) would "definitely" be shipped overnight and I would get it 3/20.  It's now 3/22, and no SIM card.  After being told it had been shipped Fedex, last night, and me responding that Fedex didn't recognize the tracking number Xfinity had, I was told that it had, in fact, been shipped from an Xfinity store 15 minutes from my home.  I should've been advised to go pick it up, now lied to about how it would be shipped and when it would arrive. 

I don't know how many text messages I'm missing out on, but I hope it's not a lot.  I'm VERY disappointed in Xfinity Mobile, but I don't much feel like Xfinity Mobile cares about that.

We absolutely appreciate your patience with the matter. I am truly apologetic that the process has been extended for you, but I am confident that Xfinity Mobile will be able to help you.

@XfinityKyla Oh, make no mistake:  my patience is long gone.  I'm on a chat with an Xfinity rep right now who is telling me that the SIM order was cancelled - two days before the order was placed.  And that they can't place an order until I put my SIM in my phone - and the SIM is already in the phone.    It's absolutely idiotic.

Seriously, Xfinity - what gives?  Can someone with some knowledge and authority to resolve this maybe CALL me?  I mean, you have my phone numbers.

@XfinityTimothyA​   We're now up to two weeks from when my problem first surfaced.  I find it amusing that Xfinity's systems are good enough to remind me to "mark the solution" on this thread (no solution, so can't do that) but NOT good enough to tag your Xfinity Mobile support people to escalate this because the SECOND sim that has supposedly been sent to me has still not arrived.

Hello, @Anon2. I am very sorry to read of your experience. Due to account security, Xfinity Mobile support via social media is very limited. Our team, here, only has access to help with general questions about pricing, service offers, and basic troubleshooting that is all available on the Xfinity Mobile website, here - xfinitymobile.com. I assure you that it is not that we do not want to assist you, it is that our team only supports the website, Therefore, we direct you to the Xfinity Mobile Experts by Text Message at 1 (888) 936-4968, by Phone at 1 (888) 936-4968, or by Chat here https://www.xfinity.com/xfinityassistant/?channel=xMobile

It sounds like you have attempted resolution through these options, correct?

@Anon2, Thanks for sharing your feedback, and we are sorry to hear that you have had this experience. This is definitely not the impression we wish to leave, and our team will be glad to help however we can. While we are limited in what we can do with Xfinity Mobile over this platform, we can help keep and eye on things to ensure this gets taken care of. To get started, please use the chat icon in the upper right to enter Direct Messaging and send us a message with your full name and full address.

Here are the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "direct messaging" icon (upper right corner of this page)

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message

Please let me know if you have any questions or run into any problems.