2 Messages
Unsuccesful Upgrade to iPhone 15 Pro Max
Dear Xfinity Representative,
Via Xfinity Mobile Chat, I asked the agent several times if I could upgrade my iPhone 13 Pro Max to an iPhone 15 Pro Max and keep my current phone number. The chat agent answered yes each time (I have the transcripts). The agent stated that a new line was necessary even though this was an upgrade. I stated that I was not interested in a new line but needed to keep my current mobile number. Also, I was eligible for the $830.00 credit for my iPhone 13 Pro Max and another family member's.
When I received the iPhone 15 Pro Max, a different chat agent was unable to transfer my current mobile number to the new iPhone 15 Pro Max with the new line. He asked "Tier 2" for assistance and they were unable to transfer my current mobile number to the new iPhone 15 Pro Max. I was frustrated and asked for a call back from a US-based Supervisor and "Akadia" called me back. She transferred me to the Mobile Cure Dept in the Philippines and they were also unable to transfer my current mobile number to the new iPhone 15 Pro Max.
In my frustration over such a waste of time (8 hours), I have decided to return the new iPhone 15 Pro Max.
Can someone please assist me? I still want a new iPhone 15 Pro Max using my current number and am willing to trade-in my iPhone 13 Pro Max for the $830 credit.
XfinityJorge
Official Employee
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1.7K Messages
1 year ago
Greetings @user_mst9j thanks for using our Forums to contact our Xfinity Support Team. We are sorry to hear about the issues you have encountered trying to upgrade your device and use the same number. We are here and happy to make sure you get in the hands to address your concerns. Since we are working on a digital platform currently our access to the Mobile side is limited. Have you tired to reach our Xfinity Mobile Experts with a call, text message, or via chat. Call or Text: 1 (888) 936-4968 or [Chat with a Specialist](https://www.xfinity.com/xfinityassistant/?channel=xMobile)?
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vbarrett
1 Message
1 year ago
I am having the same issue with my new iphone15. I have spent over 2 days on the phone with different customer service agents and in the chat and my phone number could not be transferred from my old iphone to the new iphone 15. At one point I was told it was because my account was delinquent at some point and I lost my number - I never have paid a bill late or had my account delinquent. My old phone worked perfectly fine until I called customer service and they turned the number off on the old phone. I am extremely offended they accused me of not paying my bill. I work hard and always pay my bills on time. I went the entire weekend without a working cell phone and spent my entire weekend on the phone from my husbands phone. I have two children under 2 years old. I have dishes and bottles pilled up in my kitchen and never did laundry because I spent my whole weekend on the phone. I have no working phone and I get to stay up late on a Sunday night doing chores since xfinity stole all my free time this weekend. I can't wait to go to work tomorrow and not have a working phone to reach my childcare. I'm a nurse so I will not be able to spend hours on the phone once my work week starts. This is a total nightmare.
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