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Phone service installation issue

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Phone service installation issue

I had an issue during installation of phone, internet, cable service where I was assigned a new phone number.  I found this unacceptable and was informed that my old number of 27 years was not "ported".  After 5 weeks with going back and forth with Xfinity and my old carrier, someone from Xfinity's escalation team indicated that my old carrier had to physically come to my residence and install internet and phone in order to activate my old line.  Only then will Comcast be able to port the number. 


I was advised that the installation service from my old carrier would be on Comcast's tab.  I have been in discussion with Xfinity billing for the last 2 months for reimbursement to no avail.  I have also recently opened 2 separate tickets requesting a call back from the next level of management to discuss my issue and have not received any.


Is there any one I can contact on this matter (preferably not Billing). 


Thanks and regards.             


Re: Phone service installation issue

I've asked a Comcast employee to help you. You should expect a reply in this thread. 

I am not a Comcast employee, just a moderator. Pls observe Wheaton's Law.
Official Employee

Re: Phone service installation issue

Hello dflip. We apologize for any inconvenience. I can assist with reviewing your account and the phone number port. It is true that in order for us to port your number from another carrier, the phone number must be active. Please reach out to me via private message and include your full name, service address, and account number so I can assist you.