Visitor
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2 Messages
Xfinity Mobile Number Flagged as Verizon Retail in NPAC — Blocking Port to Google Fi, Multiple Failed Attempts
I have been attempting to port my number out of Xfinity Mobile to Google Fi for several weeks and have contacted Xfinity support multiple times via phone with zero resolution. I am posting here because I need someone with actual backend access to fix this.
The specific technical problem: When Google Fi initiates the port request, their system identifies my number as belonging to a Verizon retail account, not an Xfinity Mobile (Verizon MVNO) account. As a result, Google Fi routes the port request to Verizon, Verizon rejects it because my number has no account there, and the transfer fails. This is a known NPAC (Number Portability Administration Center) database mismatch issue that occurs because Xfinity Mobile runs on Verizon's network infrastructure, and my number's OSP (Operating Service Provider) record is not correctly reflecting Xfinity Mobile as the carrier of record.
What I have already done:
- Contacted Xfinity Mobile phone support multiple times
- Obtained a Transfer PIN (confirmed via the Xfinity app)
- Confirmed my device is unlocked
- Confirmed my account is in good standing with no balance due
- Attempted the port multiple times through Google Fi using correct account number, Transfer PIN, and billing ZIP
What needs to happen on Xfinity's end:
- A backend agent needs to verify and correct my number's OSP/SPID record in the NPAC database so it correctly reflects Xfinity Mobile — not Verizon retail
- Once corrected, issue me a fresh Transfer PIN (my previous one may now be expired/burned from failed attempts)
- Confirm in writing that the number has been fully released for porting
Under FCC regulations, carriers are required to facilitate number portability and cannot block or unreasonably delay a port-out request. I have been patient, but I am now prepared to file an FCC complaint if this is not resolved. I would strongly prefer to resolve it here first.
Can an Xfinity employee with backend access please DM me or reply so we can get this corrected?
XfinityBillie
Official Employee
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3.9K Messages
15 days ago
@Concerned_User_123 Good morning and happy Sunday! We appreciate you taking the time to reach out to us here on our Xfinity Forums! I can understand how frustrating it would be to get ready to switch and be unable to transfer that number. Our team would love to further assist you with this request. Please send us a DM to Xfinity Support with your full name and address to get started.
To send a direct message:
Click "Sign In" if necessary
Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pen and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
A "Xfinity Support" graphic replaces the "To:" line.
Type your message in the text area near the bottom of the window
Press Enter to send it
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