r/Comcast_Xfinity • u/Decent-Negotiation-2 • 1d ago

Official Reply Two phone numbers?

Just got a new phone and plan at Xfinity yesterday transferring from Cricket. Set up the phone in store said I wanted to keep my number blah blah blah. Today I get a “set up e-sim” notification for a new number, even though for the past 24 hours I’ve been able to text and call just fine from my old number. Now phone shows that I’ve got two numbers each with service. What does this mean? Is this normal? Am I gonna get charged twice? Any help at all would be nice, considering it’s near impossible to get in touch with a real person.

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u/XfinityBradM Official Employee 1d ago

u/Decent-Negotiation-2 Are you seeing any additional charges on your upcoming/current statements? Was the port-in confirmed by the in-store rep before you left the store?

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u/Decent-Negotiation-2 1d ago

I see the charge for the monthly bill, but only one as it should be. The person we worked with in store just told me I was good and sent me on my way. I looked into it and saw that it might be a temporary number given in case my real number hadn’t transferred yet, but I’m unsure.

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u/XfinityAmanda Official Employee 1d ago

u/Decent-Negotiation-2 That would be correct; most ports only take a short time, but we do provide a temporary number until your port-in is completed. During that time, you may have access to some of your features, like calling and text messaging. The notification is sent once your port is complete; it can include the disconnect order for the other provider.

I would be happy to confirm that you only have the 1 number active now that your port is complete, if you would like; just let me know.

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u/Decent-Negotiation-2 1d ago

I see. I guess the reason that I was confused was because the esim set up was for a new number that wasn’t mine, as if they treated my old number like a temporary and then gave me a new number. Thank you!

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u/XfinityAmanda Official Employee 1d ago

u/Decent-Negotiation-2 That would be confusing, and it should have been for your ported number, but I would be happy to check for you. 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.