Horrible Experience with Customer Service

I've been on the phone with Xfinity's outsourced support staff for the past 2 days trying to get my phone activated. My wife's phone was activated in 5 minutes even though hers was a BYOD. I was mailed a brand new iPhone from Xfinity and my activation has not been successful. Worse, is that I followed their process to port out my Verizon number and now that phone no longer works either and so I basically have no phone while traveling.

I heard about Comcast having horrible customer service, but this has been way worse than I expected. All of the people I spoke to seem to be from an outsourced customer service center where everyone is talking loudly over the phones.

Some examples of the people I dealt with:

• One rep talked to me for 45 minutes and then went to get her manager. She put me on hold, then picked up and hung up on me.
• Another person said I should call the U.S. number and gave me a wrong phone number.
• One guy scared me and said my number is now lost. He said I would have to go back to Verizon and ask them to restart my service and then try porting again. I did call Verizon and they said everything was fine on their end and they had released my number to Xfinity within minutes of the activation request.
• One rep told me that the escalation team is not working right now because they are located in Afghanistan and its evening there.
• I finally got to a "Tier 2" person and after asking her to escalate me, she agreed - only to transfer me back to a Tier 1 person.
• One rep from the Advanced Support staff told me there were errors in the system but the engineers corrected them and my phone would be active in 1 hour. She lied.
• I kept getting bounced around this offshore call center and everytime I asked to be escalated or to speak to someone higher up, was just told there was nothing they can do since the only way to contact the Tier 3 team was for them to talk to chat and relay the message to me.

This has gotten so ridiculous that I dread calling them back. This was a horrible decision on my part, to bring my mobile service to Xfinity. I just want my phone working and my number back.

I have filed a complaint with the FCC today.