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I recently had a phone installed at my new apartment at a Senior Housing facility.   I was assigned a phone number when the phone was installed.  There were problems with the service, and suddenly my phone number was changed without my knowledge, and when I make a call the new number shows up on the recipient of the call with someone else’s name.  I would appreciate it if Xfinity would explain to me what is going on.  I am no longer able to receive calls when my assigned number is called, and I had given the number to many friends and businesses etc.  I plan to cancel the service unless this issue is resolved.

Hello @user_hz6qm0, thank you for your comment.  Sorry, you’re dealing with this, having your phone number suddenly change without your knowledge, especially after sharing it with friends, family, and important contacts, is incredibly upsetting. What you’re describing is not the experience we want for you. I understand how important reliable phone service is, especially in a senior housing facility where staying connected is essential.

If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, we'd be more than happy to look into this for you.

To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.