Skip to main content
user_wv6zgw
1st Topic
1st Like

Visitor

 • 

5 Messages

Monday, March 16th, 2026 7:50 PM

Port from Verizon to Xfinity Mobile not completed three days in.

I purchased a new S26 Ultra at the local Xfinity store on Friday 3/13 to switch my mobile service from Verizon to XM.  While they attempted to port my Verizon number to my new phone, they told me there was a problem with Verizon not releasing my unlocked number and ask me to come back the next day.  On 3/14 I went back to the store and was told there was still a problem.  I went home and contacted XM support who spent an hour with me working with a Verizon tech to get the lock resolved on the Verizon system which I was told was successful.  When I checked back with XM support, I was told that Xfinity had received all of the data from Verizon and that my number would now port to the new phone within 24 hours. I waited 24 hours and called back the next day and spent another hour on the phone with an XM support person who led me through the process to download my eSIM to the new phone. Both the QR method and the manual code entry method resulted in a message stating "Your eSIM is not ready yet. For more information, contact your service provider."  The XM agent then verified that the IMEI numbers on the phone were correct on the XM database.  She conferenced a Verizon tech in who verified that the phone number was completely released on their end.  The XM agent told me it will be resolved "on or before 24 to 72 business days hours" and that there was nothing she could do to resolve the issue. I was told the eSIM download will be automatic and that I wouldn't have to do anything. Entering into the fourth day, I have tried to be patient, but am thinking I made a BIG mistake switching to Xfinity Mobile.  Can I get some help here?

Question

 • 

Updated 

8 days ago

40

1

0

Oldest First
Selected Oldest First
BWet34

Regular Visitor

 • 

5 Messages

10 days ago

I am having the same issue.  Tried to change the service from Verizon to Xfinity three days ago.  Everything was unlocked and verified at the Xfinity store.  Three days later my number is still associated with Verizon and I haven't been able to get the new eSim to move to Xfinity.

8

user_wv6zgw

Visitor

 • 

5 Messages

Thanks for replying.  I think this is affecting many customers and Xfinity support is either uninformed of it or have been directed not to tell customers that it is a large systematic problem. 

(edited)

Like

Reply

10 days ago

0

BWet34

Regular Visitor

 • 

5 Messages

@user_wv6zgw​ agree. And based on my quick Google search, it's an issue that's been going on for years! Never had an issue like this switching carriers before.

Like

Reply

10 days ago

0

user_wv6zgw

Visitor

 • 

5 Messages

I did Google searches all weekend and could not find anything about any current outages.

I just returned from the Xfinity store.  They told me that the porting system outage was resolved, but my phone number port can't be done yet because of the multiple support tickets that were opened and closed over the past few days! Knowing that, I will wait until I am notified that the eSIM is ready to download.  When I first learned of the porting system problem last Friday at the store, they thought it could be resolved at any time. When I later contacted XM support by phone, I was not informed of the known system outage by different support agents on separate calls. Instead of keeping my calls short, they each lead me through hour long attempts to port the number to my new phone.  Today, the local store agent told me that the known outage was included in the support tickets notes.  I can only assume that they were instructed by Xfinity support management NOT to tell customers that they had a system outage (and why not?).  There is no other explanation.

The issue I have with Xfinity support, is not that they had system outage, but that they didn't tell me and wasted my time and the phone support agent's time. Now I am stuck in a new support ticket SLA time limbo while they fix the mess that they made.

(edited)

Like

Reply

10 days ago

0

user_wv6zgw

Visitor

 • 

5 Messages

They finally ported the number to my new phone.  Xfinity, thanks for the ridiculously misguided tech support. Please improve how you communicate with your customers.

Like

Reply

10 days ago

XfinityGabriel

Official Employee

 • 

3.1K Messages

 

Hi there! Thank you for laying out everything you’ve been through so far. I can imagine how frustrating this has been, especially after multiple trips to the store, long calls with both Xfinity Mobile and Verizon, and still not being able to get your number fully activated on your new S26 Ultra. As a consumer myself, I can understand the inconvenience that this has caused you. From everything you described, the successful number release from Verizon, the IMEIs verified correctly in our system, and the repeated “eSIM not ready yet” message, is not the experience we want you to have. You've come to the right team. Over social media, we are specialized experts in resolving mobile concerns. We can help better your experience. To get started, please send us a direct message with your first/last name and full address. You can start by clicking the "direct message" icon in the upper right page of our forum page. Once you click on that, input our shared handle Xfinity Support to send us a direct message.

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Like

Reply

9 days ago

0

forum icon

New to the Community?

Start Here