Xfinity mobile lost my numbers due to their incompetency and refuse to prioritize and fix my issue(s)

Long story short in sequence:

1. Have been a Xfinity mobile customer for 3 years and 10 months with 4 lines.

2. On Sep 8 2022 upgraded three lines to iPhone 13 Pros.

3. Learned about iPhone 14 and decided to cancel the order the next day.

4. Was told to return the devices after receiving them.

5. Received the packages and took to Xfinity store to return.

6. Was told that they HAVE to activate the new phones in order to return.

7. Once they activated the new phones, the old phones (iPhone XR, iPhone XR and LG K51) all got deactivated.

8. They reactivated the XRs and said LG is SOL because Xfinity does not support LG anymore.  We said "OK nothing we can do, we will look at buying a new phone".

9. The XRs never came back online with the old SIM cards.

10. Waited a few days and went to store again. Store chatted with T3 and spent 3 hours to finally get some one to "Manually update" the numbers and get one XR working.

11. The other XR has been dead in the waters with no service for 3 weeks.

12. So far I have been to the store 4 times and spent 3 hours each time, called and chatted almost 50 times. Filed a complaint with State Attorney General.  

13. Still no resolution.  All I see is incompetency across the board.

Impact so far:

1. This is my wife's phone that is tied to her business and she has had this phone for almost 10 years now and CANNOT lose this number.

2. She is losing business every day due to this.

3. This is causing me so much mental trauma and every time I call they ask me to repeat the same basic information over and over and over again.  No one in the stack can really pick up the phone and talk to the so called T3 gods and get this fixed. They have to "CHAT" with them and every CSR says that their chat line is backed up and wait and wait and wait.  I personally witnessed the Xfinity store rep stand in front of the computer just keeping the chat alive by typing something for a full 70 mins before someone came online.

4. All of her 2FA are associated with this number.  Some overseas bank accounts will become inaccessible for a very long time if phone numbers change. 

My plan:

1. I have started with State AG complaint, for which someone from Xfinity called a day later and said the case has been escalated and promised a resolution next day.  Well its been 7 days and still no resolution.  That person calls me once every two days to give an update.  The last update is that the T3 team is apparently discussing in jargons that he doesnt understand and hopes this would be resolved soon.  Not very promising at all.

2. Post here.

3. Post on all possible social media.

4. Look into Small claims - I'm not even sure compensation would help.  I cannot imagine losing the number.  I'm sure its more than $10,000 in loss and damages and beyond small claims.

5. Talk to an attorney.

6. Reach out to attorneys who specialize in class action law suites.  I know there are many more customers who are impacted the same way due to how ill prepared Xfinity is/was with the whole eSIM issue Apple iPhone 14 created.  There are a number of customers porting in who have gotten stuck.  Our issue is a bit different, still related I think.  

To add insult to the injury this is what Xfinity has done so far:

1. While waiting at the store working on my wife's number, they came up with a brilliant idea of solving the LG phone issue - They offered to discount a new moto g and activate it on my daughter's line which was on the LG.  Guess what?  That new moto g has been a brick as well since we bought it.  It did not work either.

2. The store lost my wife's original SIM and for a long time every T3 was asking for that SIM to reactivate the phone line.

3. When I demanded to speak to a manager of a CSR, the manager came online and offered me a compensation for the pain we are experiencing.  The compensation was $30.  I thanked him and denied it.

4. I was offered the same $30 one more time and I denied that as well.  For Xfinity to carelessly create a huge customer pain, ignore the customers screams, pleading and continue to cause pain and suffering and then turn around and offer a measly $30 compensation is ridiculous.  

5. They tried adding new lines multiple different ways and now I have three new line charges against my account for lines that we already had! I would be fine if it at least worked.  The real kicker is I don't have lines working yet charged new line cost for not doing anything.  And they keep saying ok we cannot do anything about it.  I have decided to not make that a big deal (yet).   I just want our numbers to work again.

6. While waiting at the store I see the reps actively upsell Xfinity mobile to everyone that walks into the store while the rep in the next desk literally been standing in front of a computer and watching the chat window cursor blink for 3 hours.  They know Xfinity mobile is totally incapable to be running this service and business in a professional way and yet keep upselling.  Take care of your current customers and new ones will follow.  you screw with existing customers do you think you will grow your customer base?  You are not a monopoly like you are/were in the home internet business - Please get out of that mindset and put current customers first.

7. I have probably 1 more week before the phone numbers will be permanently lost.