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Visitor

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2 Messages

Sat, Dec 4, 2021 5:00 PM

xfinity mobile port/activation problems

I was able to successfully move over four lines from AT&T to Xfinity mobile yesterday morning. But one phone keeps getting stuck.

The first CS rep said the port request didn't go through, so she resent it. I thought everything worked out since I got a text from AT&T saying they received a request. The rep said the phone would transfer by 10am that day. But nothing happened. So I contacted CS again, only to be told it was "stuck." He had me reset my carrier settings and said it would be fixed within the hour.

Of course, it wasn't fixed. So I contacted CS again, only to be told it could take up to 24 hours. She assured me it would be fixed by then.

Well, here we are 24 hours later, and it's still not fixed. So I contacted CS again, only to be told there was an "error" with the last port request. So she resent it AGAIN and now says I have to wait another 72 hours for this to be fixed. She refused to tell me what the issue was or to try submitting the port with a different transfer PIN number to see if that would work. I have no idea what the issue is since the CS rep wouldn't tell me anything. She just kept repeating to "wait 72 hours." 

I'm very doubtful that this request will work since I haven't received anything from AT&T this time. I'm pretty sure in 72 hours I will again have to contact support, only to be given another ridiculous timeframe to wait. 

How is Xfinity getting away with this when the FCC requires carriers to complete port requests in 24 hours? I'm incredibly disappointed in the mobile service and the CS response I've received. They won't provide me any answers and just keep assuring me it will get fixed... only to not fix it. I'm now essentially paying for two phone services indefinitely because I can't cancel my AT&T or I risk losing my number. 

Accepted Solution

Official Employee

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398 Messages

6 m ago

Hi, @user586904 We really appreciate that your transferred your mobile services with us but very sorry to hear of the troubles you have experienced. Was your number successfully ported over now? 

Visitor

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2 Messages

@XfinityAlisha Nope. I got the e-mail that there was an issue yesterday. So I gave Xfinity a new PIN and they resubmitted the transfer request. It still hadn't gone through by this morning. So I called AT&T and they said they had approved it but then Xfinity submitted another one, so they rejected it. AT&T said they cleared out all the requests and to resubmit. So I had Xfinity do that. The Xfinity agent said it would port over in 30 minutes, but so far it still hasn't ported over. We're now on day five of this mess with no end in sight. 

Official Employee

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398 Messages

I am so sorry to hear this. Please send us a direct message with your full name and address to assist you further. 

 

 

To send a Direct Message:

Ensure you are logged in

Click the "Direct Messaging" icon or https://comca.st/3rJapEJ

Click the "New message" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.

 - As you are typing a drop-down list appears. Select "Xfinity Support" from that list.

 - An "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

(Credit to @BruceW)

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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5 Messages

no one replied on that chat. unbelievable customer service.

Visitor

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1 Message

4 m ago

Day 3 of trying to get my phone activated... Switching from T-Mobile to Xfinity mobile. T-Mobile has confirmed that my number was released. The Xfinity agent also confirmed that my number was released but that I'd need to wait an ADDITIONAL 48 - 72 hours as of the time of this writing for my phone to be activated. WHYYYY?? You have my number. Your sim is in my phone. What is the hold up? And then, every time I call their (888) 936-4968 number I get an agent with a hard to understand accent that tells me my call needs to be escalated to a tier 2 representative, who then tells me to do a network reset and restart my phone. And don't get me started on how many times I've had to find a pin to pop my sim card in and out.

This cycle has been repeated more times than I want to recount. If this is how you treat people who are trying to become customers, how will I be treated if I decide to stay a customer??

Official Employee

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398 Messages

Hello, @user_bddf1a and welcome to our Xfinity Community Forum page. I can imagine this has been very frustrating and I apologize that this has been your experience. It can take several days for the porting process to be finalized. Were you ever in touch with a tier 2 support agent? 

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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5 Messages

3 m ago

same issue here from AT&T, the number has been released from AT&T, and Xfinity CS confirmed there is no issue with the release of the number, but the Xfinity system just wouldn't activate my SIM card, just keep telling me to wait. Waiting for what? It's difficult not to have a working phone going outside.

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