Notes

Porting
Learn how to verify that a customer's Xfinity Voice phone number (MDN) is active and eligible to be ported onto an Xfinity Mobile Line of Service (LOS).
When opening Einstein 360, click the Voice icon in the upper-right to reveal the phone numbers that are assigned to the eMTA in the billing system. The porting information (MDN, Name, Account Number, ZIP Code, etc.) that is entered in the Port Request must match the information on the Comcast account that the MDN is assigned to.
Open Einstein 360 and search for the account.
When the account loads, scroll to the Diagnostics Card on the Overview page.
The Rate Center is displayed at the bottom of the Diagnostics Card.
Review the Rate Center on the Transfer From and Transfer To accounts to determine if
Xfinity Voice is a landline/wireline, so it will take approximately 48 hours for the Port Request to complete as long as there are no errors with the porting information, and the MDN is active with no pending Installation, Change of Service or Disconnect work order on the Comcast Core account.

There can be multiple errors associated with a Port Request, but you will only see them one at a time. For example, the Account Number and ZIP Code could both be incorrect, but you will receive an error message stating that the Account Number is incorrect. Resolving the error with Account Number will then cause the error with the ZIP Code to appear.

Summary
Learn about how a customer can port their telephone number over to Xfinity Mobile.
Quick Links
What's changed in this article
Overview
Porting process
Porting requirements
Estimated porting times
Porting from a Business account
Troubleshooting scenarios and resolutions
Additional notes
Collapse All Sections
What's changed in this article
Date Summary of change
December 4, 2023 Updated Notes and image in the Estimated porting times section.
September 22, 2023 Article maintenance (no changes to content).
September 21, 2023
Revised summary.
Added information about a porting exception.
Updated information required to port a number (last four digits of Social Security number (SSN)).
Added where a case is created.
Conducted routine maintenance.
Back to Top
Overview
This article provides an overview of the phone number porting process, which allows customers to transfer or move an existing mobile device number from their previous wireless or wireline provider to a new Xfinity Mobile line of service.

For additional guidance on successfully completing a port request in XM360, see our instructions for entering porting information.

This article is also applicable to Comcast Business Mobile customers.

Note: Don't attempt to process a mobile device number port activation in Amdocs CRM.
f an Xfinity Mobile customer is transferring an existing phone number and/or mobile device number, porting must take place before the Xfinity Mobile device can be activated.

Porting requirements
Any wireless or wireline number can be ported or transferred to Xfinity Mobile with the following exceptions:

If the customer is moving to a new geographic area, they may not be able to keep their current phone number when changing providers.
Some rural wireline service providers may obtain waivers from state authorities for the porting requirement.
Porting of virtual telephone numbers isn't supported.
We can't port a phone number from one Xfinity Mobile line of service to another, port a number over from another Xfinity Mobile residential account, or port toll-free or pager numbers with 500, 800, 888, and 900 prefixes.

Summary
Learn about how a customer can port their telephone number over to Xfinity Mobile.
Quick Links
What's changed in this article
Overview
Porting process
Porting requirements
Estimated porting times
Porting from a Business account
Troubleshooting scenarios and resolutions
Additional notes
Collapse All Sections
What's changed in this article
Date Summary of change
December 4, 2023 Updated Notes and image in the Estimated porting times section.
September 22, 2023 Article maintenance (no changes to content).
September 21, 2023
Revised summary.
Added information about a porting exception.
Updated information required to port a number (last four digits of Social Security number (SSN)).
Added where a case is created.
Conducted routine maintenance.
Back to Top
Overview
This article provides an overview of the phone number porting process, which allows customers to transfer or move an existing mobile device number from their previous wireless or wireline provider to a new Xfinity Mobile line of service.

For additional guidance on successfully completing a port request in XM360, see our instructions for entering porting information.

This article is also applicable to Comcast Business Mobile customers.

Note: Don't attempt to process a mobile device number port activation in Amdocs CRM.

Back to Top
Porting process
If an Xfinity Mobile customer is transferring an existing phone number and/or mobile device number, porting must take place before the Xfinity Mobile device can be activated.

Porting requirements
Any wireless or wireline number can be ported or transferred to Xfinity Mobile with the following exceptions:

If the customer is moving to a new geographic area, they may not be able to keep their current phone number when changing providers.
Some rural wireline service providers may obtain waivers from state authorities for the porting requirement.
Porting of virtual telephone numbers isn't supported.
We can't port a phone number from one Xfinity Mobile line of service to another, port a number over from another Xfinity Mobile residential account, or port toll-free or pager numbers with 500, 800, 888, and 900 prefixes.

To port a telephone number into Xfinity Mobile, the customer should have the following existing account information available to them:

Telephone number being ported.
Account number.
PIN.
Account holder's name.
Billing address.
Last four digits of the account holder's Social Security number (SSN).

Customers can enter previous carrier account information through the Xfinity Mobile activation portal xfinitymobile.com/activate.

Xfinity Mobile customers must not:

Terminate their previous or existing phone service — the old account must be active to begin porting.
The porting of a telephone number will automatically close the customer's old account.
If existing phone service is canceled before the port is completed, the old account will be closed prematurely and the phone number may be permanently lost.
Contact their previous wireless or wireline carrier to port their number to Xfinity Mobile unless they need assistance in gathering the necessary account information mentioned above.
This could result in the previous carrier canceling the customer's line of service before the port is complete and permanently losing their previous number.

Estimated porting times
Wireless number porting from major carriers like Sprint Wireless (Now T-Mobile), Verizon, AT&T, and T-Mobile should take three to five minutes — sometimes up to 12 minutes. Specialists should remain on the phone with the customer throughout the activation process.

While the phone number is porting, please attempt to discover any additional household needs or simply make conversation with the customer. Excessive hold time or “dead air” may result in a poor customer experience.

Porting from other, smaller wireless carriers may take 60 minutes to 72 hours.
Wireline (landline) number transfers may require anywhere between 48 hours and 10 days for activation. This depends on the carrier.
Note: During a port in from a landline number, the landline will be inactive and not be able to make or receive calls.
Inform customers about this timeframe before processing any activations or purchases that would require porting in a landline number.
Porting in an Xfinity Voice number could potentially affect Xfinity service bundle pricing for customers on the Comcast cable side.
See verifying eligibility to port to Xfinity Mobile for information on how to verify if an Xfinity Voice number is eligible to be ported to Xfinity Mobile.
VOIP (Google Fi and Vonage) takes approximately 24 hours for porting.

Notes:

Porting times are estimates and may vary depending on whether or not the customer's information was submitted correctly.
Customer information must be entered and submitted properly before these estimates can apply.
Once the porting process is complete, the Xfinity Mobile device can be activated, and the customer can begin calling, texting, etc.
Additional carriers have recently become available for wireless number porting, including Mint Mobile, Metro by T-Mobile, and OOMA.
All drop-down menu options will match the current carrier’s industry name, so be sure to confirm with the customer which carrier is the correct one.

For the most updated information on porting from each carrier, direct contact numbers, and estimated completion times, select the Porting Playbook or Port Times links within XM360.
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HOW13406 Early upgrade


Summary
Learn about how a customer can port their telephone number over to Xfinity Mobile.
Quick Links
What's changed in this article
Overview
Porting process
Porting requirements
Estimated porting times
Porting from a Business account
Troubleshooting scenarios and resolutions
Additional notes
Collapse All Sections
What's changed in this article
Date Summary of change
December 4, 2023 Updated Notes and image in the Estimated porting times section.
September 22, 2023 Article maintenance (no changes to content).
September 21, 2023
Revised summary.
Added information about a porting exception.
Updated information required to port a number (last four digits of Social Security number (SSN)).
Added where a case is created.
Conducted routine maintenance.
Back to Top
Overview
This article provides an overview of the phone number porting process, which allows customers to transfer or move an existing mobile device number from their previous wireless or wireline provider to a new Xfinity Mobile line of service.

For additional guidance on successfully completing a port request in XM360, see our instructions for entering porting information.

This article is also applicable to Comcast Business Mobile customers.

Note: Don't attempt to process a mobile device number port activation in Amdocs CRM.

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How Does the Xfinity Mobile Protection Plan (XMPP) Work?
herever you go, your new smartphone or tablet will be right there with you. So, protecting it can make a lot of sense.

Xfinity Mobile has partnered with Assurant to offer a solid mobile protection plan. The XMPP includes no-fee early upgrades, accidental damage protection, loss or theft coverage, and Pocket Geek Mobile by Assurant app for fast and easy claim filing.

If you have an Apple device, you’ll get AppleCare Services included as part of the XMPP.
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https://www.inkling.com/read/sn_b4d7e/day-1/xfinity-mobile-protection-plan
This article lists the types of accessories available for purchase on the Xfinity Mobile website and in Xfinity Retail Store. For a full list of available accessories and their features, visit xfinitymobile.com.

Cases can protect against damage caused by drops, liquid, overheating and more.
Additionally, a wide range of colors and styles allows you to add a personal touch to your device.
Screen Protectors
Screen protectors protect a mobile device's screen, which is often not protected by a case.
While features vary among models, screen protectors can prevent scratches, glare, UV damage and more.
Power and Cables
Power cables and adapters allow you to charge your device at home, in the office or even in the car.
Audio Devices
Headphones and earbuds allow you to listen to music on your device and have hands-free phone conversations.
AirTags
AirTags are designed to act as a key finder to help locate personal objects.
By attaching an AirTag to an item, customers can use the Find My app to locate the item if it is missing.
Mounts
Mounts allow you to attach your phone anywhere there's a vertical surface for a hands-free experience.

Note: If a customer is having trouble with a third-party accessory that appears to be a problem with the accessory and not their Xfinity Mobile device, direct them to the manufacturer’s support site:
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