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Thursday, October 10th, 2024 4:15 PM

Unauthorized Port...Help!

Trying to get Xfinity customer service to follow through on getting our numbers back from Verizon. Now 16 days, 4 case requests, and several days of being told they were requesting the port back from VZN, just to learn today they it has not been submitted...for the 4th time. I had two numbers ported fraudulently to VZN on 9/24. I was able to get one back on 10/3, but the other was not included in the request. I have now explained this nearly every day to Xfinity reps who do not understand, and with Tier 3 support who have not acted. I have been able to work directly with VZN porting department, and they have sat on 3 separate hour+ calls with Xfinity trying to resolve their inability to send a simple unauthorized port request form to return the number. SO FRUSTRATING. How can I speak to someone at Xfinity who is actually in a position to address the issue vs. being kept behind the "back office" curtain? VZN has been there to help, and I'm not a customer.

Official Employee

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1.4K Messages

27 days ago

@user_zb5cp7

 

Thanks for reaching out to us on our Xfinity forums page. I would not be happy if my number was ported out to another carrier when I didn't request it and being promised that it would be ported back and it's still not done.

 

Go ahead and send me a direct message so we can get this resolved for you

 

To send a direct message you may need to:

Click "Sign In"

Click the "direct message" 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

 

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