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user_wh8g65
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09/14/2026 1:37 PM

home phone port in request not sent correctly to previous supplier

I asked for my old home phone number to be transferred from my old supplier to Xfinity two months ago and it still has not happened. I have been on the phone with the port in department every day for weeks, and every day they say that it will happen today, or in two days. When I call my old supplier (Metronet) they confirm that they have never received any request from Xfinity. 
Meanwhile, I have to pay my old supplier for phone and internet because if I cancel that contract I will lose my phone number. 

I have tried reaching out through the chat function, to ask how to directly contact the corporate escalation team. But they will not give me a straight answer. How can I get this resolved and get my number transferred?

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11 hours ago

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XfinityThomasD

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2K Messages

8 days ago

 

user_wh8g65 I appreciate you creating a post and for bringing this to our team's attention. I'm sorry to hear that you're having difficulty having the port completed for your landline. Because of the timeframe this has already been going on, my team can help submit a ticket for our escalation team to investigate the service further. We will need some information to get started, so please send our team a direct message with your full name and address.

 

To do so, click on the chat icon located at the top right of this forum's page.

Here are the detailed steps to direct message us:

  • Click "Sign In" if necessary
  • Click the "Direct Message” icon (upper right corner of this page)
  • Click the "Start new conversation" (pencil and paper) icon
  • Type "Xfinity Support" in the "to" line and select "Xfinity Support" from the drop-down list
  • Type your message in the text area near the bottom of the window
  • Press Enter to send your message

    How to: Direct messaging within the forum

 

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user_wh8g65

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2 Messages

11 hours ago

I have done that, but I have had no answer and no solution. I also called the port in department. I have spent the last 2.5 hours on hold, on three different calls. Each time, I wait for ~45 minutes. Then someone answers, and they do not even get as far as verifying the account, but it just disconnects. Is it totally impossible to get any help? 

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