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Nate595
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Wednesday, August 5th, 2026 4:36 AM

Line transfer between accounts

Having a heck of a time getting success transferring an existing line from one Xfinity Mobile account to another. Two chat sessions, a visit to Xfinity store in person, and talking to two different representatives on the phone I cannot get movement on it with no explanation why. I just get referred to someone else or hung up on. I seem to be getting the run around on this, what is the best path to escalate the issue? The knowledge base article below mentions it's possible, was there a change? 

https://forums.xfinity.com/conversations/xfinity-mobile/how-do-i-transfer-a-line-between-xfinity-mobile-accounts-answered/68d2f8761c1ab67c002b92ab

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1 hour ago

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XfinityAldrik

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2.7K Messages

1 hour ago

Hello @Nate595! I can certainly understand your frustration. Especially after working through multiple chat sessions, speaking with several representatives, and visiting an Xfinity Store without getting a clear explanation or resolution.

 

The link you shared is still up to date. Since this concern involves account specific mobile information, we will need to review the account. 

 

Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.

 

Here's the detailed steps to direct message us:

  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.

 

You can see how to send us a direct message here, https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

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