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2 Messages
Xfinity Voice Porting Department – Unacceptable Customer Service, Endless Runaround, and Zero Accountability
I have been calling Xfinity Voice's porting department numerous times per week trying to transfer a telephone number from AT&T that is very important to us, as we have had it for decades, and the experience has been extremely frustrating.
Every time I call, I get the same runaround. I'm told AT&T rejected the porting request, that Xfinity is resubmitting it, and that I need to wait another few days. When I call back, the entire cycle starts all over again.
Nobody seems able to explain exactly why the request is being rejected, what is being done to correct the problem, or how this will ever get resolved. Even one of the agents I spoke with acknowledged that the situation does not make sense.
At this point, I have lost confidence in the porting department's ability to handle this issue. Simply resubmitting the same request and telling me to wait another few days is not a solution.
I would greatly appreciate any assistance in getting in touch with someone at Xfinity who can competently handle this issue, investigate what is going wrong, and take responsibility for getting this number successfully transferred.
XfinityMartyR
Official Employee
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3.9K Messages
4 days ago
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user_hujhvj
Visitor
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1 Message
3 days ago
The phone line is still active with AT&T and paid for. The phone number being transferred is in the same location as the Xfinity account. We did reach out to the carrier and confirmed that there were no PIN numbers or any locks that would block the transfer - It is a business account and it is just our business name on the account. They were asking if Xfinity was putting in the right name on the account, but when I spoke to the porting agent, she said that they were not sending a name in the request??
Recently, AT&T has forced us to port several numbers in the last 2 months, and this is the only one that we had an issue with. We actually ported another POTS line from AT&T to another Xfinity account successfully, so we are scratching our head why this one is experiencing an issue.
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user_dx8x58
Visitor
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2 Messages
20 hours ago
Sorry, I manage multiple properties/accounts and replied under the wrong account.
For the first few weeks, I was just thinking this was a slightly delayed thing that would get resolved quickly, so I wasn't really making notes ... but now that this is just crazy, I started to make notes:
on 11/6 we tried to change the business name from "X" to "Y", submmitted a new request and told me to call back 11/7. After explaining the definition of insanity as it relates to this process, they say the reason it was rejected was because the request was back dated for 10/11 in the past instead of a future date.. The agent is submmiting a new request, saying that he set the requested port date for 11/11 in the future, and I should call back 11/8 to see if it goes through. I also asked him to see if we had the correct business name and he told me it was "X" instead of "Y" like I told them on 11/6. so i once again requested it be changed to "Y" i asked if there was anything else that might block or have it rejected? answer: no.
I called on 11/8, to check the status of the 11/7 request. The agent told me it was rejected, and when I asked why it was rejected, she told me that the reason was not specified. She proceeded to tell me that she will be sending a new request "manually" , asked me if the service address and the name on the account with AT&T was the same. And for the 3rd day in a row, i have to tell them exactly what the correct business name on our AT&T business account was.
Throughout all my calls with the porting department at Xfinity, they also insist that their system requires an account number, but everybody including AT&T support tell me otherwise, and other telephone companies we ported numbers to never require an account number. The rule of thumb for AT&T is "BTN" followed by the phone number, but that is not always the case -- Sometimes it is a phone number listed under another BTN account, and sometimes it doesn't have a BTN account at all. But for the sake of porting numbers, which we've done many over the years, have never once had a mandatory account number as part of a port request.
And here I am 11/8, waiting yet another 24 hours, and expecting the same thing to happen every night for the next 365 days at least.. given this track record.
Just a few days ago, I was on the phone with verizon wireless porting a number to them for a separate AT&T number we own, and they were able to tell immediately if the request was accepted or rejected.. They told me that when they submitted with company name "X" it was rejected immediately and when we used company name "Y" it was immediately accepted. 6 days later, the port went through successfully. This is a huge contrast to this process with xfinity. No 24 hours to wait as if this was a human on the other end.
so apparently Xfinity has inferior porting system.
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