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Visitor

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4 Messages

Thu, Dec 16, 2021 12:40 AM

Closed

Porting Number New Line Not Activating - Now over 72 Hours

I have been trying to port a number from AT&T to Xfinity since last Sunday at 12:00 pm ET.  As Xfinity Mobile advertises and everyone knows, this is supposed to be completed within 5-15 minutes, and by FCC rule is required to be completed within 24 hours. (https://www.fcc.gov/consumers/guides//porting-keeping-your-phone-number-when-you-change-providers

It has now been more than 72 hours and I do not have a working phone.  AT&T deactivated the number, but my brand new Xfinity iPhone that I am already paying for cannot be activated. I am without service and to make matters worse cannot complete any two factor authentication. I have not had a working phone since Sunday.   

I have spoken with AT&T support who have assured me that everything is right on their end, and I have confirmed with Xfinity that all of the information is correct.

I have spent approximately 10 hours on the phone with various levels of Xfinity Mobile support, who have all promised that it would be activated in a certain time frame (from 1 hour, to 3 hours, to 24 hours) and who all promised to call me back if there were any issues. 

This went all the way up to Tier 2 Advanced Technical Team Supervisor Manager Raphael from the Honduras call center (Employee ID Number: 209726). Raphael assured me, at approximately 6:00 pm ET yesterday, 12/14 that he had reset everything and that the number would be activated within 24 hours.  He also promised repeatedly that he would call me at 6:00 pm ET today to make sure that everything was working.  Of course, Raphael has lied to me like every other Xfinity support person who I have spoken with.  He did not have any more next steps to try other than to keep waiting and told me on the phone to report him if he failed to follow through. 

This is why I am here now.  This is completely unacceptable and in violation of FCC rules.  I have been an Xfinity customer for over 10 years and have never had a worse experience with any company.  I need Xfinity to make sure that my transfer line is activated with my number that I am trying to port over.

Accepted Solution

Visitor

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4 Messages

6分前

All - I would just like to leave this here in case someone else has a similar issue in the future. I was able to resolve this after 9 days by opening a case with the Xfinity executive support team.  The issue was fixed within 24 hours after my conversation with my assigned case manager.  

Official Employee

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374 Messages

6分前

Hi, @user_8fa209! Thank you for connecting with us here on our forums. We apologize for your experience. We did receive your Direct Message. Please note that sending unsolicited Direct Messages to us or any other user is a direct violation of our forum guidelines. You must first create a Public post requesting assistance, and once a Comcast verified employee responds and asks for a private message to be sent, you can then proceed with doing so. This is just a heads up for future reference, but I look forward to further assisting you now. Thanks!

Visitor

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4 Messages

@XfinityLinda Thank you, Linda. I appreciate the information.  I was not aware that I had to wait for Xfinity Support to ask me to send a message in order for me to request support through messages.  As I noted, I opened a formal case with Xfinity Corporate on 12/16 and the representative who took my call told me any further actions should go through that case manager, though I would also like to note that I have not yet been contacted by a case manager (it has been over 72 hours and much longer than the 24 hours promised by Xfinity when I opened the case), and although it has now been over a week since we have initiated the request for activation and number transfer, and the device is being billed on my account, we still do not have active service.  Please let me know if there is anything else I can do to expedite this activation which Xfinity initially stated would take 5-15 minutes. Thank you. 

Visitor

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1 Message

6分前

I am having the EXACT SAME ISSUE. Only mine has been going on since before Thanksgiving. If it's law that it has to be done in 24 hours then comcast is in some major trouble if everybody reported them.

Official Employee

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342 Messages

This is not the experience we'd hope for you and would love to help.

 

Please send me a private message with your name and address to get started. 

 

To send a Private Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a live chat.

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 a reply as the Accepted Answer.tick

Visitor

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3 Messages

6分前

I am having the same issue. Unreal. Going to file a complaint to the FCC. It has been since early Thursday and I keep getting the run around. Insane. I have switched many times in the past and this is usually a few minute process.

Visitor

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2 Messages

5分前

Your post I have been trying to port a number from AT&T to Xfinity since last Sunday at 12:00 pm ET.  As Xfinity Mobile advertises and everyone knows, this is supposed to be completed within 5-15 minutes, and by FCC rule is required to be completed within 24 hours. (https://www.fcc.gov/consumers/guides//porting-keeping-your-phone-number-when-you-change-providers

It has now been more than 72 hours and I do not have a working phone.  AT&T deactivated the number, but my brand new Xfinity iPhone that I am already paying for cannot be activated. I am without service and to make matters worse cannot complete any two factor authentication. I have not had a working phone since Sunday.   

I have spoken with AT&T support who have assured me that everything is right on their end, and I have confirmed with Xfinity that all of the information is correct.

I have spent approximately 10 hours on the phone with various levels of Xfinity Mobile support, who have all promised that it would be activated in a certain time frame (from 1 hour, to 3 hours, to 24 hours) and who all promised to call me back if there were any issues. 

This went all the way up to Tier 2 Advanced Technical Team Supervisor Manager Raphael from the Honduras call center (Employee ID Number: 209726). Raphael assured me, at approximately 6:00 pm ET yesterday, 12/14 that he had reset everything and that the number would be activated within 24 hours.  He also promised repeatedly that he would call me at 6:00 pm ET today to make sure that everything was working.  Of course, Raphael has lied to me like every other Xfinity support person who I have spoken with.  He did not have any more next steps to try other than to keep waiting and told me on the phone to report him if he failed to follow through. 

This is why I am here now.  This is completely unacceptable and in violation of FCC rules.  I have been an Xfinity customer for over 10 years and have never had a worse experience with any company.  I need Xfinity to make sure that my transfer line is activated with my number that I am trying to port over.

Visitor

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2 Messages

5分前

Your post is well written and describes my situation exactly.  It understates my frustration, actual anger, and loss.  Being a business owner and not having an operational phone after one week is insane.  Being lied to on the phone by technical staff from America, India and who knows where else is unaccatable. Being hung up on, disconnected and spending now more than 14 hours of personal time on the phone, live chat and or the real time to twice drive to the Xfinity Store is also a bit disturbing.  So we started this 10 to 15 minute evolution on the 17th of January.  It is now the 24th and I still have no operational phone.  Not one Xfinity employee has ever taken the effort to follow through on their commitment to me.  So, I will change the numbers and lets see how my post should read: 

I have been trying to port a number from AT&T to Xfinity since last Monday at 12 pm PST.  As Xfinity Mobile advertises and everyone knows, this is supposed to be completed within 5-15 minutes, and by FCC rule is required to be completed within 24 hours. (https://www.fcc.gov/consumers/guides//porting-keeping-your-phone-number-when-you-change-providers

It has now been more than one week and I do not have a working phone.  Pure Talk, who I received excellent service  has verified now three times that they have sent my port to Xfinity.  I transferred from a liked provider to consolidate services like mobile phone, cable, internet, security to one provider.  In short I transferred for the right reasons.  COMCAST has provided me excellent services for over five years but did not have my mobile phone account. I am without service and to make matters worse cannot complete any two factor authentication. I have not had a working phone since Monday.   

I have spoken with Pure Talk support who have assured me that everything is right on their end, and I have confirmed with Xfinity that all of the information is correct.

I have spent approximately 14 hours on the phone with various levels of Xfinity Mobile support, who have all promised that it would be activated in a certain time frame (from 1 hour, to 3 hours, to 24 hours) and who all promised to call me back if there were any issues.  Now the manager at the store wants to tell me that sometimes it takes 72 hours when transferring from "small carriers".  So, maybe in comparison Pure Talk is a small carrier but they answer my call directly and answer my questions.  And they do not need 72 hours.  They would trouble shoot it directly with Xfinity if Xfinity would call but they will not.   

This went all the way up to the on duty floor supervisors at Xfinity Team's transfer section in India twice.  And twice their promises were never made.  Twice I was advised that the easiest way to correct the problem was to just accept a new phone number.  While I have had this phone number many years and do not desire to have a new number.

This is why I am here now.  This is completely unacceptable and may be in violation of FCC rules. I need Xfinity to make sure that my transfer line is activated with my number that I am trying to port over.  And I do not need to be placed on hold for 70 minutes or be texted that I am the 26 person in the que. 

I wish someone from the Xfinity senior support staff would call me.  Oh my God;  that is not possible as my phone does not work.  

Kindest Mike

New Poster

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2 Messages

4分前

Similar story, for the second time around.  First time (2 years ago) I brought an unlocked Galaxy S20 to the store.  Spent at least 3 hours there while an employee was on the phone with their own tech team.  This was followed by countless hours on the phone with Tier 1, Tier 2 and eventually Tier 3 support.  Eventually the phone worked, but not the voicemail.  Took another half day with them to fix that part.   Now, 2 years later, I thought I best buy my phone from them, the activation (and keeping my number) should be a snap.  I am talking to people all over the world with varying English capabilities and noisy backgrounds (all work from home, there are kids, dogs, you name it making noises).  I am at the 48 hour mark and still nothing (I was told it takes 72 hours) but Dollars to Doughnuts, I already know the new phone won't work tomorrow.  I am considering sending the new phone back, making a last payment and pulling my credit card from their site, then go to a true provider.  Keep in mind that the activation is likely done between Xfinity and Verizon, since the former piggy-backs on the Verizon network. 

Their pricing structure for those with little need for tons of data is exemplary, but you pay in frustration.   I give them 2 more days, at that point I'll send the device back and pull my service - I'm willing to pay triple for a company that knows what the heck they are doing.  I've been years with both AT&T and Verizon and never had the slightest issue.  Xfinity's pricing seems to explain their service.  Very unfortunate!

Visitor

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1 Message

2分前

I am having the EXACT same issue! This is ridiculous! Spoken with Sprint/T-Mobile and everything has been done on their end. I really don't know what the hold up is on Xfinity side but this needs to change!

(edited)

Contributor

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36 Messages

2分前

Can I ask you some questions

First you supplied your account number and passcode when you went through the process of signing up xfinity mobile right. Then you placed order and the port was initiated in xfinity store or over the phone. Did they tell you the porting information has been validated. If not call xfinity mobile and ask. If the information was not validated then something was entered wrong and this would cause port to go noplace. It happens if they enter one digit off on account number or passcode for sprint account. If they tell you porting information is validated then This is a hang up with sprint not releasing number. It can be fixed by calling xfinity mobile support line. 

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