Xfinity Mobile Cannot Find my Account

OMG!  I'm having the same crazy-making experience as others – I wished I had thought to search this topic before I've spent hours and hours and hours on the being passed from person to person on phone, online, and in a Xfinity/Comcast corporate store.  I questioned my sanity after having to repeat the story so many times.

Back in 2014 I set up Xfinity/Comcast internet in a new apartment. A few years later, I moved my mobile phone service from Verizon to Xfinity so that I could bundle Internet and phone to get a better price. At the end of 2020 I moved to a new place where I didn't need to set up my own internet service (I share what was already there) , but I kept my mobile phone service through Xfinity (without knowing that best pricing is really designed to be attached to an internet service)

For six years, I continued to receive emails about my monthly mobile phone service fee and would get email confirmation when the autopay was taken from my account.

Fast forward to last year when I started realizing that I could be paying a lower price for my monthly service.  Multiple attempts to contact Xfinity online and on phone left me astounded - there is no record of an Xfinity account attached my phone!!! Yet I continue to receive a bill and it gets auto-payed.  I do not understand.

I was told over and over and over again that no record of account with my name at that my former apartment exists in the system.  I dug down into my email archives and found the 2014 original email confirming my new Xfinity internet service.  And I found a PDF receipt attached to an email from when I had to exchange a faulty modem - my account number was on it (but yet it doesn't show up in the system)!! 

Xfinity is holding my phone hostage. I want to bring my phone number to a new carrier but I can't do so without and account number and a transfer pin.  I've had this phone number since at least 1998!! and I don't want to lose it.

The latest work around that a customer service associate suggested was to open up an internet account and hopefully the phone would just automatically show up and attach itself to the new account... it didn't.

So much aggravation, time wasted and I'm still in limbo.   Side note:  can't help but wonder if this has anything to do with the data breach that happened in 2023