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Ningboren
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3 Messages

Tuesday, September 13th, 2022 3:27 AM

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Xfinity Mobile - "Your switch is still in progress".

I switched to Xfinity Mobile Unlimited for 2 phone lines, then the line was activated on Aug. 25th.

It has stuck on this for a few weeks now

"Your switch is still in progress

This process usually takes less than an hour. If it’s been a few hours since you started an account switch, you’ll need to get in touch with us.

Contact Xfinity Mobile care."

I have already spent a few hours on the chat and 888-936-4968 number. No one can solve my issue, I feel like been kicked around, and the agent keeps telling me: oh, our backend has some problem, just wait a few hours, it will work. But it has been more than two weeks now.

I do see a post from Sun, May 16, 2021, that had the same issue, but that person got lucky, and he found someone on the 888 number knows what to do and solved his problem in less than 5 minutes. 

Also, I am having trouble receiving verification text messages from Taobao/Alibaba account. Now I can't even sign in to my account due to being unable to verify with the authentication code. This never happened to me before switching to Xfinity mobile. 

Question

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Updated 

3 years ago

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9

This conversation is no longer open for comments or replies and is no longer visible to community members.

Accepted Solution

XfinityAngie

Official Employee

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1.9K Messages

3 years ago

@Ningboren, if you are still having issues, the best thing to do is to reach out directly to our Xfinity Mobile department. You can contact them at:

1-888-936-4968

http://www.xfinity.com/mobile

Available 24 hours/day, seven days/week.

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Ningboren

Visitor

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3 Messages

@XfinityAngie​ Already spend several hours, but no one with the right knowledge to help. 

3 years ago

0

CCSelena

Problem Solver

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892 Messages

I am sorry, since we are not equipped to work for Xfinity Mobile, we would need to refer you directly to them. My apologies. 

I no longer work for Comcast.

3 years ago

0

user_a54e04

Visitor

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9 Messages

I also switched to the two line unlimited plan last week. Received messages that the switch went through as well as a discontinued line. I was told the website would update within a few hours. I waited three days and called the customer service number. The agent said it is a known problem and definitely would be fixed by this morning. Between the original transaction and the cs call, I've been on the line more than 3 hours. I still can't login to take advantage of the iPhone 14 offer. I'm considering quitting the service and go with another for a short period of time and then reapply with XM. The actual coverage and performance has been excellent but customer service is frustrating. I don't even know how I can get the account pin which is necessary to transfer the lines.

3 years ago

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user_13765e

Visitor

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3 Messages

3 years ago

I'm having the same issue. Have called twice and chatted with agents, no one has been able to resolve this.

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Twinels2

Visitor

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1 Message

3 years ago

Same issues. I will switch back 2 at&t if not resolved by Friday.  

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user_a54e04

Visitor

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9 Messages

@Twinels2​ I can empathize with your frustration. I am in the same boat and decided to switch to Tmobile. Unfortunately the link to send a port out PIN is not working. In order to keep your same phone number when going to ATT you need the XM account number and the security pin they can only provide on the website. I am being held hostage and I hope you can get your issue solved. Please post back here if you do decide to take action on Friday and tell us how it went. Good luck.

3 years ago

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kkkk333

Visitor

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5 Messages

3 years ago

Same issue after switching 2 lines to unlimited. Any resolution? I can't update any of my plan because of this error.

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user_a54e04

Visitor

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9 Messages

@kkkk333​ Try it now. It's working ok now for me.

3 years ago

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user_6c45aa

Visitor

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1 Message

3 years ago

i have the same issue. litery been on the phone and text for hours

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Nightshift

Visitor

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3 Messages

@user_6c45aa​ Curious if you get a response here.  I'm on call with them as well.

3 years ago

0

CCTimothy

Valued Contributor

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406 Messages

I am so sorry to hear about these issues with your Xfinity Mobile (XM) service! Unfortunately, we do not have full access to XM accounts, but you can contact their team at 1-888-936-4968, or on their dedicated chat via the following link: 

xfinity.com/xfinityassistant/?channel=xMobile

I no longer work for Comcast.

3 years ago

0

user_e8c55d

Visitor

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1 Message

Xfinity mobile care department doesn’t have a clue how to resolve this problem, I am also stuck for last 2 months.  

3 years ago

0

CCElizabeth

Problem Solver

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908 Messages

@user_e8c55d Thank you for reaching out to us about this. Have you reached out both to our Xfinity Mobile experts via phone at (888) 936-4968 and via chat here?

I no longer work for Comcast.

3 years ago

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Nightshift

Visitor

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3 Messages

@Nightshift​ fyi this never got resolved. I spent over 8 hours on calls waiting just to be passed back and forth between people that needed me to re-explain the issue, promised that they would get it cleared up, asked ridiculous questions that showed that they weren’t listening to begin with, only to ultimately pass me on to another person in another group that restarted the process. Fortunately the infuriating frustration gave way in my head to just appreciating the sheer comedy of how poor the customer service is here. Put it on speakerphone, and my family just laughed at each new conversation.

Eventually got someone from a more technical team (supposedly) that was 100% sure that he found the issue. My account was still listed as being on one of the older plans - even though I had another person check that and they had confirmed. Well he swore up and down and that he understood my frustration but not to worry. He said he saw it already fixed in his side but it will take 7-10 days for me to see it in the app. I knew that didn’t make sense, but that’s where I left it and waited.

14 days on. Still just a broke. 

(edited)

3 years ago

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user_rc

Visitor

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2 Messages

3 years ago

I have also had this issue for 10 days now. I've chatted twice and called twice. Twice I've been told that I will receive a call back and twice I've been told that it will resolve soon (within a day or within a few hours with all phones being restarted). So far nothing. 

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Ningboren

Visitor

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3 Messages

@user_rc​ Mine was finally solved; someone from the advanced team created a ticket for me, then the issue was solved within a week. Unfortunately, I have no idea about the ticket number, nor have they contacted me when they solved the problem. But it's okay now. 

3 years ago

CCShaina

Problem Solver

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393 Messages

@user_rc Thank you for bringing this concern regarding your Xfinity Mobile service to our attention here at the Xfinity Community Forums. I appreciate you letting me know you have since contacted the XM team both over the phone and via live chat. Are you currently still experiencing this issue or has it been resolved as some other users in this thread are stating? 

I no longer work for Comcast.

3 years ago

user_rc

Visitor

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2 Messages

@XfinityShaina 

Thanks for responding! I'm still having it and I'm having to chat or call every time I have to make a change to a line. I've been told the same generic answers so many times. Forgive me if I don't believe another agent that says I'll receive a call back. It's been 2 weeks+ now. I'd love to have a ticket made somewhere that I could track progress on this. 

3 years ago

0

XfinityPaula

Official Employee

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1.5K Messages

@user_rc Please send us a direct message, and we will get you in contact with our team to work with the mobile team on your behalf to help resolve the trouble. To make sure I have a clear understanding You are having trouble with the system still showing that your switch is in progress when moving a phone number to our services? Please send us your name, service address, and the phone number we are working to move over. 

To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat. 
Click "Sign In" if necessary
Click the "direct messaging" icon or https://comca.st/3J0ir1l
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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

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

3 years ago

user_87dfce

Visitor

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1 Message

3 years ago

I had the same issue and ended up loosing my phone number from the other company. I literally sat on the phone my whole ride from Maryland to Raleigh trying to trouble shoot and still did not work. The customer representative are unprofessional 

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XfinityRoberto

Official Employee

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1.8K Messages

I appreciate you taking time out of your day and want to ensure you’re able to get in touch with an awesome Xfinity Mobile expert to help get this resolved. Due to account security, our options with Xfinity Mobile accounts are very limited. We're unable to perform any device or account specific requests over this platform. Have you tried calling or texting 1 (888) 936-4968, or reached out to our secure online chat at xfinity.com/xfinityassistant/?channel=xMobile where an Xfinity Mobile expert is available 24/7?

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

3 years ago

0

user_791981

Visitor

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2 Messages

3 years ago

Over the past 5 days we’ve gone through chat, phone, Xfinity store, then back to chat and phone, all to unlock an iPhone without success. Support keeps saying there is already a request pending, even when we made the initial request. We received an email stating the iPhone should be unlocked, but it isn’t. Customer support is baffled, no one seems to be able to help us.

UPDATE: Today we requested chat assistant to call us where we received one call every minute from Xfinity that seems to be automated, but no one picks up on their end. So spent 30 minutes on Live Agent chat for 30 for them to tell us to call Xfinity mobile and ask for the “unlocking team”. Talked to various agents for an hour, without really getting the “unlocking team”, and to be told all they can do is resubmit the request again and that I need to wait yet another 48 hours. I asked them to explain to me why it worked for the same phone model that we bought at the same time. They have no idea. I tried to escalate, without luck, so I can get this done before International travel. Eventually the agent hung up on me.

(edited)

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CCTimothyA

Problem Solver

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785 Messages

Hi there, thank you for reaching out about your Mobile Service. You may reach our super smart Xfinity Mobile team directly for the best assistance using any of the below methods.

SMS Text Message: 1 (888) 936-4968

Phone: 1 (888) 936-4968

Chat: https://www.xfinity.com/xfinityassistant/?channel=xMobile

I no longer work for Comcast.

3 years ago

0

user_791981

Visitor

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2 Messages

@XfinityTimothyA​ That’s the number I called. An hour after the update I posted above, we found placing an old AT&T SIM in the iPhone 13 Pro changed the status from locked to unlocked. Problem sorted.

3 years ago

0

XfinityJosephA

Official Employee

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1.8K Messages

I'm glad the issue has been resolved after trying another card. That's pretty cool! If something else comes up reach out to our Xfinity Mobile team by chat and phone. That's always the right action to take in situations like this. 

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

3 years ago

0

Angela_f43001

Visitor

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1 Message

3 years ago

I’ve had this same issue for two billing cycles now! No one knows what’s the “backend” issue. I can’t see any data usage per line nor am I being billed correctly and had to call multiple times to get the credit on my bill!!! How do I get this advanced to a higher support level?

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