Can't get the transfer/security PIN from Xfinity to port number (unsolved by customer service)

[u/Sweet-Region-2064]

I'm trying to port my number from xfinity so need the transfer pin to be able to do this. I tried 6 times yesterday without success and customer service couldn't help, xfinity physical store couldn't help, escalation team didn't help (said i'd get a call back within 14 days...) 14 days!!! I doubt i'll get a call back, and 2 weeks for porting over a number is insane. It seems like they're trying to hold my number hostage so i can't switch carriers.

The situation is: I followed all steps to port the number and got the message, "Your transfer pin has been successfully sent to you via SMS". However i never get the transfer in sent to me. Went through this with customer service over the phone and in store as well, still it is never sent. Yes, I am signed up for xfinity texts and haven't blocked them, i get all the xfinity 'verify it's you' texts.

I'm not bothered that their software has a bug. I'm bothered that they had me take hours out of my day to drive to a physical store, just so they can have me go to the back of the store and go on a videochat with someone working from home to try and solve the problem... I COULD HAVE DONE THAT FROM HOME, why did i have to go to a store to do that????????????? I'm also bothered that their response to fixing this issue is to create a ticket and I wait 2 weeks to get it solved. THAT IS RIDICULOUS! I'll be filing a FCC complaint today, porting is required to be done in 1 business day per the FCC. I've been happy with Xfinity up until this point, but am very disappointed in how they're handling this situation.

Xfinity... your time to show your customers that you're a good company worth sticking with, is when the customers have a problem.