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user_0ab7ca
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5 Messages

Thursday, September 22nd, 2022 7:56 PM

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Not receiving security PIN text message

I have been trying to transfer my mobile line to my wife's xfinity account all day.

I tried to do it online yesterday through your chat bot, but that thing is very frustrating and just runs me in circles suggesting irrelevant articles. 

I also tried to get a security PIN yesterday because it said somewhere that I need one to transfer my line. The page said it was sent, but I never got a text message. 

I am currently on hold with a support rep, who is very nice, but this process is taking FOREVER. She apparently has to wait for another internal rep to be able to transfer a line. She has already called back twice and I have spent well over an hour trying to do this today, on top of the time spent trying online yesterday. 

She finally got to the point where they could do the transfer, but they needed the security PIN. They said they sent it three times, but I never got it. I explained that I had tried to get a PIN online and didn't receive it. Since I couldn't get the PIN, that rep disconnected from my rep.

I have searched here and it seems like other users have had problems receiving texts like this, but the solution is never posted. 

I am on an iPhone 8 if that matters. 

Now the rep is saying I have to go to a retail store to resolve the PIN issue. 

Question

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Updated 

2 years ago

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user_0ab7ca

Visitor

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5 Messages

3 years ago

This page:

https://www.xfinity.com/support/articles/transfer-swap-numbers-between-accounts

Says you can't transfer a line between xfinity accounts at a store, so I'm not sure why they're sending me there. 

That page also says to start a chat to transfer the line, but the chat bot does not seem to be capable of making that change. 

(edited)

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user_0ab7ca

Visitor

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5 Messages

3 years ago

What is a normal response time on here, or on messaging system?

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XfinityGabby

Official Employee

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1.5K Messages

3 years ago

Hello @user_0ab7ca. We appreciate you taking the time to reach out to our team via Forums. We do have our Mobile experts that can assist with your inquiries, seems like you've been on the phone with an agent. Have they been able to assist? 

Here are the methods of communication:

• SMS Text Message: 1 (888) 936-4968
• Phone: 1 (888) 936-4968
Chat: https://comca.st/3SdM6cC

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user_0ab7ca

Visitor

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5 Messages

@XfinityGabby​

No, the agent said I have to go into a store, but I would rather not have to do that. 

I just want to be able to receive a security PIN so I can move my number to my wife's account. 

3 years ago

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XfinityAntoine

Official Employee

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1.4K Messages

You'd still have to reach out to the Mobile team to receive your PIN info. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

3 years ago

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user_0ab7ca

Visitor

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5 Messages

Ok, neither of those answers were helpful, thanks.

For anyone else who finds this post - you have to call and ask to be transferred to the Port Out PIN Escalation Team. They can give you a PIN verbally. It will take a while. They will try to send it by text again before they transfer you to the people who can actually help you. 

I still can't receive the PIN by text and still nobody knows why. 

I hope you spend less time dealing with this issue than I have. 

3 years ago

user_a9d461

Visitor

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1 Message

@user_0ab7ca​ I can't even get to an actual agent to transfer me. This is nuts. Been dealing with since late yesterday and I've tried every call and chat method possible. How did you get through on the phone?

2 years ago

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CCErika

Problem Solver

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339 Messages

So sorry to hear this.You should be able to speak with someone by calling 1 (888) 936-4968.

 

Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue. To send a "Peer to peer" ("Private") message:

Click "Sign In" if necessary

  • Click the "Peer to peer chat" icon
  • Click the "New message" (pencil and paper) icon
  • Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
  • Type your message in the text area near the bottom of the window
  • Press Enter to send it

I no longer work for Comcast.

2 years ago

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