I was just told a similar thing by Xfinity Mobile Support.
My old BYOD device was an iPhone 6, and I received an iPhone XR purchased from Apple as a gift. Xfinity sent me a new SIM card for it. Popped it in the XR and it didn't activate. So I called Xfinity and they told me it's not possible to port a number from one BYOD device to another within Xfinity, unless the new device is purchased from Xfinity. What!? Their recommendation was to port the number to anther carrier, and then port it BACK into Xfinity Mobile under the new device. Yeah, no, that's ridiculous.
I was about to leave Xfinity Mobile until I found this thread and tried moving the SIM card from the iPhone 6 to the XR. Luckily, it worked. But I don't know what I would have done if I was trying to convert to an Android or something, or if the new iPhone hadn't taken the old SIM.
This is really something Xfinity needs to figure out...I'd imagine this impacts a lot of customers, especially as many, many people buy iPhones directly from Apple.
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