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user_0pqd4r
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Friday, July 10th, 2026 8:50 PM

wanting to transfer my phone from Xfinity to Verizon

I am writing to address an issue regarding the port-out of my phone number from Xfinity to Verizon. My activation attempt to port my current phone number to Verizon has been repeatedly blocked by an 'Incorrect Pin Number", always followed by a, "Incorrect Zip Code' error. 

I started this process back in Nov 2025 when trying to move to Mint Mobile. I was given the pin by Xfinity. Mint Mobile repeatedly tried to use the pin, but each time, the zip code would suddenly be wrong. We'd add the correct zip, but then the pin was wrong again. 

I contacted Xfinity customer service by phone and was told the Mint Mobile folks were 'trained incorrectly', to put it nicely, (it was not said nicely). I gave up. Then EIGHT months later, I went into a Verizon store, hoping they could port my number and now the same thing is happening all over again. 

Verizon is telling me that if I don't proved a correct pin and zip code, they will assign my phone a new number. The failure to resolve this discrepancy is preventing the transfer of my number. I need and want to keep my current phone number. 

Do I need to contact the FCC to get this taken care of??

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30 days ago

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user_0pqd4r

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6 Messages

1 month ago

Please read this article. Losing your phone number can be a huge security risk!! This is exactly why I want and need to keep my current phone number. Xfinity, please do the right thing and let me finish the porting process.

"Why giving up your phone number can mean giving up your privacy"
https://www.latimes.com/business/la-fi-tn-phone-number-security-20161125-story.html

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XfinityQuemekia

Official Employee

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1.3K Messages

Hi there @user_0pqd4r, sounds like you've had quite a frustrating experience trying to move your number, and I want to sincerely apologize for how you were treated by our customer service team in the past, that is absolutely not the standard of service we aim to provide.
I completely understand how important it is to keep your phone number, and I want to help you get this resolved, so you can successfully complete your transfer without losing your number.
Xfinity Mobile port-out Pins are only valid for 5 days. The ZIP code required for the transfer must match the exact primary billing address ZIP code on your Xfinity Mobile account.
To confirm, are you entering the Zip as listed on your mobile account?
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 as Best Answer.tick

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1 month ago

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user_0pqd4r

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6 Messages

Yes. I am using the correct zip code. Just to be sure, the tech at the Verizion store tried all 3 of the possible zip codes that could be tied to the account - my current zip code, (I bought my phone at a Xfinity store after I moved to this zip code area), my former zip code where I lived before moving to my current address with my mother 9 years ago. My phone plan was tied to my mother's account, (I live with her - she's 90 and I am authorized to use her account to pay her bill for her.) We also tried my mother's prior zip code in case her credit card was tied to that zip code. NONE of them worked. PLEASE help!!!!

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1 month ago

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XfinityDilary

Official Employee

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3.6K Messages

I appreciate the clarification. We'll have to escalate this over to our Xfinity Mobile Executive team for further assistance. Could you please send me a [Modmail message](https://www.reddit.com/message/compose?to=/r/Comcast_Xfinity) with your name and service address? I'd be more than happy to look into this for you.

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 as Best Answer.tick

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1 month ago

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user_0pqd4r

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6 Messages

Sent.
7.13.26
4:14am

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1 month ago

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user_0pqd4r

Visitor

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6 Messages

Hello again,
I haven't heard anything for the past 2 days. I am running out of time before Verizon assigns me a new number. I sent you the info you requested. Please let me know if you all need more information regarding my account and situation. My phone was under my mother's account - not sure how it happened, but it has made all of this so awful to try to sort out. If you need her name and account number, please let me know asap. I will be very, very unhappy to lose my current phone number. As the article I pointed out above states, it's a pretty big security risk. My number is tied to so many of my personal accounts. Please, please HELP!!!!

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1 month ago

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user_0pqd4r

Visitor

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6 Messages

30 days ago

Hello? PLEASE RESPOND!!! I will contact the FCC by tomorrow if this isn't finally resolved. Thank you.

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XfinityAlyssaA

Official Employee

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2.9K Messages

Good evening and thank you for reaching out on our Community Forums @user_0pqd4r. We definitely want to do everything we can to help resolve your port-out issues further. I understand where your frustrations are coming from and we're happy to get this over to our executive mobile team for further assistance. 

 

To get started, can you please send us a Direct Message so we can collect the proper information to get this escalated? 

 

To send a "Direct Message" ("Private") message:

Click "Sign In" if necessary

  • Click the "Direct Messaging" icon
  • Click the "Start New Conversation" (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

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. 

 

We look forward to assisting you further and getting this taken care of. 

(edited)

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 as Best Answer.tick

Like

Reply

30 days ago

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