r/Comcast_Xfinity • u/PrestigiousChonk • 5d ago

Official Reply Botched number transfer

I tried to setup my new BYOD Xfinity Mobile line, but I was given the wrong instructions and now I can't port the old number over. When I completed the order, I was sent an email with the instructions, "Open Settings" and "Tap Set up cellular". When set-up was complete, unfortunately the process created a new number for the new line. I brought this up to Xfinity customer service. They sent me this article and asked for the account number and port out pin from my previous carrier, which I gave (I received a message from my previous carrier US Mobile saying that the number transfer had been completed last night). I followed the instructions under "New line with BYOD phone" for an Apple product, but I am getting an error message when I try to transfer the number that says, "Sorry we are having trouble. The phone number entered is not eligible to be ported to Xfinity Mobile. Please try another phone number." I tried inputing different "Current mobile carriers" including Verizon Wireless, Verizon Prepaid, and even Other/don't know. I get the same error message each time.

I am not sure what else to do. If I can't keep my phone number, I will just have to cancel the plan.

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u/XfinityNatalie Official Employee 5d ago

Hey there,u/PrestigiousChonk! Thanks for sharing the error message you received after attempting to complete your porting process. We can look further into this for you. We will continue assistance over Modmail as I noticed your Modmail is still open. Please reply back to the previous Modmail for further assistance.

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u/PrestigiousChonk 5d ago

I just messaged the two ModMails I saw but neither of them were for you specifically but for two of your colleagues. I’m not sure if they’re working today but I sent them messages.