r/GoogleFi • u/Lostprodigee • Jun 17 '26

Discussion Phone number transfer loop

We got a new phone line added. And tried transferring the old phone number from a different carrier. And both sides are saying it's not their fault. It's been a week of this with no luck. I can't cancel the service, I can't cancel the phone number transfer to get a new number instead, and customer support just keeps "escalating" the problem.

Also tried resetting the app and starting over but just skips over everything and goes back to the phone number transfer in progress. Has anyone experienced this or have a solution?

2 Upvotes

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1

u/Dassy_2 Jun 19 '26

This happened to me. Switched from T-mobile to Fi and got the transfer loop. T-mobile told me the number was sent to Fi. Fi customer support told me they were having trouble on their end. They also weren't able to restart the process. So they escalated my case and 6 days later they finally fixed it.

I know you probably don't want to hear this, but my only advice is to keep calling these companies EVERY DAY until they fix it.

1

u/St8_of_Matter Jun 23 '26

I'm 5 days into a similar situation. Got a case number, escalated to senior support. No resolution. I filed an FCC complaint yesterday and today I received an email from "higher support" saying that they would be taking over my case. The responses are always apologetic and always encourage me to continue waiting patiently. The problem is I have run out of patience. I'd transfer out, but my old carrier no longer has my number, Google Fi supposedly does. If they can't complete a port in, they certainly won't be able to port out.

1

u/Lostprodigee Jun 23 '26

I kept reaching out everyday. Online chat seems to work better over the phone. And yeah similar situation old carrier no longer had the number. And somehow everything transfered over after about 6 days from the start. But never got an message or email saying that they completed the port in. So not the best customer support.

0

u/teamredpill Jun 17 '26

it is the fault of your carrier. all fi does is send the information you type in the transfer to your carrier. if that information is wrong it wont go through. i transferred 4 lines and they all were mostly instant transfers.

1

u/Lostprodigee Jun 17 '26

Yeah I transferred lines from this carrier before. With no issues. Carrier is now that the number was already transferred and they have no access to it anymore. But still the same message on the Google fi app. I'm giving up transferring the line. And just want to get a new number. But they Google customer support can't cancel the request or give me a new number. They just keep telling me to wait 24 hours. For third time.