Zip Code Incorrect When Porting out Number

I got a zip code incorrect error when I was trying to port my number to another carrier.

My number was accidentally cancelled before porting out, and later it got reactivated. When I was trying to send a port request from another carrier after the line was activated, I always got an error message saying the "service zip code is incorrect". I have contacted Xfinity Assistant multiple times on the phone and through the chat box in the app. All they can do is confirm the zip code I entered should be correct or send out numerous urgent escalation tickets to the advanced team that I never heard back from.

I have spent over a week and hours and hours on phone calls and support chat trying to solve the problems of reactivation and this zip code error, but I am still not able to get a resolution.

Who else can I contact to try and solve this issue?

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XfinityQue

Official Employee

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253 Messages

13 days ago

user_bo7b4y, hi there! Thanks for reaching out. I do understand you concern, and can help you with getting your port request completed. You did do your part by getting the line reactivated. When the zip code is needed like this, I am assuming you could be with Tracfone or a MVNO. Did you call to verify your zip code, and obtain a new Number Transfer PIN?

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user_bo7b4y

Visitor

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2 Messages

Hi, thank you for getting back. Fortunately, I received a call back from the escalation team and solved the problem. The issue is actually that Xfinity requires the full service address, but the carrier I am porting to only prompted me to provide the zip code while sending out the port request, and they would implicitly send my service address with them to Xfinity. Because I moved to a new place and my service address with the new carrier is my new place, not the old one with Xfinity, they sent the new address to Xfinity instead, and this is what's causing the zip code error. I was able to complete porting after changing my service address with them.

Although the problem was resolved and it is not on Xfinity’s side, I still wish I could speak with the port department directly, like other carriers, or customer service can have access to the porting request in the first place so that I don't have to file several escalation tickets and wait a week for a call back from the escalation team to understand what the real issue is. But thank you anyways :)

11 days ago

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XfinityQue

Official Employee

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253 Messages

user_bo7b4y, hi there! I totally understand how confusing this could be with needing to get things like this executed. I am very glad that you were able to get it resolved! I have taken note of your experience, and will say you are heard! Overall, you are welcome! Have a great rest of your day, and thanks for reaching out!

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11 days ago

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user_bo7b4y

Zip Code Incorrect When Porting out Number

XfinityQue

user_bo7b4y

XfinityQue

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