Visitor
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1 Message
Number recovery needed — line deactivated before port completed, account holder unresponsive, 30-day window running
A family plan account holder deactivated my phone number without notice to me, before it could port. Same day, I verified my own Xfinity internet account in person, passed the credit check, and was approved to assume the device balance. Agents worked 2.5 hours on the transfer; it failed only because live verification from the former account holder was required — who hasn’t answered calls or Xfinity’s text verification. The number is inside the 30-day reclamation window. Requesting recovery and transfer to my verified and existing Xfinity account. Details and documentation available by DM. FCC complaint on file.
XfinityBradM
Official Employee
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1.5K Messages
20 days ago
@user_njex3b Our team would bump into the same issue as the previous representatives. The account holder of the line/number needs to sign-off on the transfer of the service being that the line and number is associated with their social security number to avoid fraud. You will need to work with the current account holder in order to reactivate the line so the number can be ported to another account. If you have already filed a complaint with one of our regulatory bodies it is out of front lines hands and will need to wait for contact from your caseworker assigned to the complaint.
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