New Poster
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13 Messages
Phone activation
I have been trying to activate my new phone with Xfinity since December 8th. I want to port in my number from T-Mobile. I’ve gone through three port out pins because they expire in 7 days. I think there have been 9-10 attempts to activate. They fail, they are cancelled, and we try again. The definition of insanity is “doing the same thing over and over again and expecting different results.” Two agents said they would call me back and never did. One even promised me and said “I never break my promises.” How can I reach someone that can do a deep dive to solve this issue? I’ve spent hours over the last three weeks on the phone and chat, and I’ve exhausted my patience with this process.
Accepted Solution
SuzyQ924
New Poster
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13 Messages
2 years ago
Update: The Xfinity Mobile chat or phone agents are the problem. They have failed to activate my phone since December 8th. In my most recent chat I was given three reasons why there was a problem:
Then, the chat agent “ghosted” me. I did go into the store and they are helping me. They were able to determine why the activation failed. My activation request was being put through to Sprint (multiple times by more than one person apparently) which no longer exists. Every time I contacted an agent, I told them it was a T-Mobile phone number and provided my T-Mobile account number and port PIN.
For consumers: Lesson learned, never use the chat or phone agents. Go into a store.
For Xfinity Mobile: Your chat and phone support team are sorely lacking in skills to solve these problems, and it is next to impossible to get them to escalate an issue to a higher level support. They really need more training. I don’t know how much you pay this group for support services, but you are not getting your money’s worth.
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CCCassandra
Problem Solver
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502 Messages
2 years ago
Hi @SuzyQ924, thank you for visiting us on the Xfinity Forums for help with this phone issue. I'm sorry that's been happening! I've had a similar experience with setting up a new phone in the past, so I can understand the frustration it's caused. I do wish our team could help further here, but we have limited access to Xfinity Mobile accounts. Instead, it would be best to reach out to Xfinity Mobile directly for assistance. They can not only be reached through their chat, but you can also text or call them at 1-888-936-4968. Thank you for understanding!
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user_vicdeth13
Visitor
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2 Messages
2 years ago
Same case here, been struggling for last 8 days on a daily basis. Have spent hrs at length with their tech support, but they’re unable to execute basic commands and each new agent assures me that this time it will work with a new deadline, and as expected - device activation/port-in is still stuck with them, not the old provider. And now I’m unnecessarily paying both providers and added stress. Exactly 1 month ago I had the same experience with Modem activation, but luckily because there was no “old provider”, it eventually had to happen. For Mobile it looks like their tech support has no idea what they’re doing. I keep asking for API responses for the system call for port-in and they have no clue what I’m talking about. Very lame…
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user_d359b0
Visitor
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10 Messages
2 years ago
Similar experience. I have spent at least 20 hours on the phone while attempting to resolve activation problems. And due to issues, lost my $500 per line rebate due to these issues. What is worst, I also moved from T-Mobile, and instead of moving my wife's number, they put my business phone number on her phone, and that voided the deal on two lines because of such.
Verizon is offering to pay $500/line to move, guess I will pay of the phones and get my rebate from them. Xfinity Mobile is incapable of support.
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