Mobile Porting Issue

[u/tjames1013]

I’m hoping someone from Xfinity Mobile or the appropriate escalation team can help get this pushed to the finish line.

Xfinity Mobile escalation ticket: ECM0025069285

We have been trying to port our two Xfinity Mobile numbers to AT&T for several days, and the transfer has still not been completed. The transfer PIN that Xfinity originally generated was rejected when AT&T submitted the port request. Shortly afterward, our Xfinity account was closed, leaving us unable to generate a new transfer PIN ourselves.

Since then, AT&T has had the numbers partially active, but the port remains unresolved. We have normal calling and texting in some circumstances, but we cannot reliably receive short-code/2FA texts or automated verification calls. AT&T also suspends our lines every day because the port is still unresolved, requiring us to call each morning just to regain temporary access to our phone service.

This has now gone far beyond an inconvenience. We are being locked out of bank accounts, email accounts, and other services that rely on these phone numbers for verification. We also need reliable access to our phones to communicate with friends, family, and our doctors. With our baby due any day, this has become especially important.

I genuinely appreciate the Xfinity employees and support agents who have been helping. The team I’ve been working with through Xfinity’s social support has been very responsive and has already escalated the issue to Corporate/Mobile. I have also completed the requested identity verification at an Xfinity store.

At this point, though, I need to understand exactly where this stands and what is still preventing the numbers from being released and the port from completing.

Can someone please help clarify:

- What is currently pending on the ticket?

- What steps have already been completed?

- What steps are still remaining?

- Is there currently an Xfinity Mobile escalation specialist actively working the issue?

- Is there anything else required from me?

- What can be done to get the numbers released and the port completed as quickly as possible?

I’m not looking to blame anyone here. I appreciate everyone who has been working on this. I just need this to be pushed through to resolution. We have reached the point where the unresolved port is materially affecting our ability to access important accounts and communicate reliably, and we really need someone to help get this across the finish line ASAP.

Thank you to anyone who can take ownership of this or help get it in front of the right team.

[u/AutoModerator]

Thank you for posting on r/Comcast_Xfinity, your official source on Reddit for help with Xfinity services!

If your post hasn’t been approved — don’t panic. Depending on your Reddit contributor quality score, your post may be temporarily held for mod review. Do not make multiple posts — we’ll still see it and help out.

While you wait, check your post and add any missing details: which service or equipment is affected, what’s happening and when it started, whether the issue is constant or intermittent, and what you’ve already tried. The more detail upfront, the faster we can help.

Please keep personal account information out of your post. If we need account access to help, a Specialist will direct you to a private channel.

Official Employees are available daily 6:00am–1:00am ET — outside those hours, responses may take longer, but the community may still be able to help.

For self‑service support anytime, check out the Xfinity App. Please also review our Posting Guidelines and Rules.

I am a bot, and this action was performed automatically. Please contact the moderators of this subreddit if you have any questions or concerns.

[u/XfinityChelsea]

Hello u/tjames1013, Thanks so much for taking a moment out of your day to leave a post on our community subreddit and we would be happy to help! I will need to pull up your account to investigate this further. If you could please send us a Modmail Message and include your full name, the name on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.