1 Message

Monday, January 23rd, 2023 10:03 PM

Porting from Visible mobile to Xfinity Mobile

Tried to port from visible mobile Saturday night. Ran into an error.. 

Let's fix a glitch

Looks like we ran into an issue with activating your device. Give us a call at  (888) 936-4968 and we'll get it worked out.
Had to call the provided number this morning.
The first rep gave me incorrect information, stating that my visible number was inactive. I double checked with Visible and made sure that my number was indeed active.
Call in the second time. This time, for some reason, the rep kept thinking I was porting from T-Mobile, and was unable to provide meaningful help.
When porting in, what should I enter as "last 4 digits of SSN"? Since my plan at Visible was a prepaid plan, and no SSN was provided to them when signing up for their service. I entered the last 4 digits of my actual SSN#, but was wondering if that was what triggered the error?
Also, is it just me, or the xfinity mobile customer service phone call quality is extremely poor, and there's constant noise in the background?
Thank you.

Official Employee


1.2K Messages

1 day ago

@quitchat. I am sorry to hear about your experience. Phone agents can certainly resolve the issue and I recommend calling in one more time and have them clear the last 4 you put in as that can cause issues. Prepaid with no ssn or pin needs to be left blank, but I can understand if it didn't give you the option. Ports can be changed and resubmitted by agents and if they can't for some reason then elevate to the next tier or generate a ticket. If you are not successful, please let us know. You can also try our chat assistant on the mobile site. https://www.xfinity.com/mobile/support

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