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Tier III Xfinity Mobile Support - Porting a Number

New Poster

Tier III Xfinity Mobile Support - Porting a Number

Long story short, I am switching to Xfinity mobile from ATT for my cell service. I received my phone on Friday, September 22nd and when trying to activate the line and more importantly port my existing number from ATT I received an error. I spoke to customer service for well over an hour, and they said they opened a ticket and escalated to tier III. After waiting all weekend, I contacted ATT and they said they had not received a request to port the number and if they did it should work fine. 

Then I finally called back today, Monday the 25th, and after about 45 minutes I spoke to someone who "re-prioritized" my ticket to urgent. Several hours later have still heard nothing. 

 

Is there no way to contact Tier III directly? It shouldn't take a week to activate a phone and port a number. 

Frequent Visitor

Re: Tier III Xfinity Mobile Support - Porting a Number

There is no contact. As far as porting the number over, I had succes using the online chat feature. They WILL need your account PIN for your ATT account. If you did not set one up, it will be the last 4 of your social as default. If you changed it, you hopefully have it written down. If not, then go online and change it now. I'm assuming you tried the activation feature on the XFM dashboard prior to making the phone call?

New Poster

Re: Tier III Xfinity Mobile Support - Porting a Number

Yeah, Already tried. I even reached out to ATT and confirmed all the details needed were correct. Not sure what the issue is, i am just tired of waiting for the magical Tier II and Tier III people to call me. 

Expert
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Re: Tier III Xfinity Mobile Support - Porting a Number

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Official Employee

Re: Tier III Xfinity Mobile Support - Porting a Number

 

phi266, I can reach out to Tier 3 to check on the status of your ticket. I've seen your private message and will respond to you there. 

 

New Poster

Re: Tier III Xfinity Mobile Support - Porting a Number

I am having a same exact issue: porting number from ATT. It has been over 3 days (Wed. night - Sat. night) now.. I have even went to the store (after 4-5 times: 20+min. each call with customer service) to switch device/sim card after reading this: http://forums.xfinity.com/t5/Xfinity-Mobile/Be-careful-if-you-re-porting-your-number/td-p/2911707. All they were saying is wait for 24 hours. This is most frustrating experience ever since I had my first cellphone since 1993.

Official Employee

Re: Tier III Xfinity Mobile Support - Porting a Number

Hello all, porting your number must be initiated at the point of sale. When you sign up for Xfinity Mobile services you're asked if you will need a new number or if you would like to port your phone number over. If you did not select the port option, your phone number may not be eligible to be ported. Please send me a private message with your full name, street address, phone number and account number by clicking on my name (ComcastAmir) and then "private message me" if you have any more questions or concerns regarding your porting status.

New Poster

Re: Tier III Xfinity Mobile Support - Porting a Number

I myself am trying to contac t tier 3 have been trying to get an issue resolved for 11 days now with no luck. I bought a note 8 and an s8 + had issues with both . They replaced them and still the same issue with both phones and I get told tier 2 or 3 will call have heard nothing and have made 147 calls in 11 days trying to get this fixed
Let's warn everyone out their to stay way from xfinity mobile