Comcast Porting Failure Exposes Deeper Industry Problems

Good Morning,

I am writing in response to your email stating that this case has been resolved and closed. Respectfully, this matter has not been handled appropriately, and your summary leaves out key issues that caused significant hardship.

After nearly 60 days and over 20 hours on the phone with Comcast/Xfinity representatives, I—not your team—finally discovered the root cause. The account number Comcast was referencing was a 10-year-old, closed account that was still showing on your side. I uncovered this only after downloading the Xfinity app and noticing the discrepancy. It is extremely concerning that Comcast/Xfinity was unable to identify this error during the entire process.

In the meantime, Barbra continued to be billed by Comcast while she had no access to her phone number and voicemail, despite multiple requests for assistance. No one from Comcast or Xfinity provided the support she needed during this period. The lack of accountability and responsiveness has caused unnecessary frustration and business disruption.

While the number has since been ported to AT&T, the way this was handled is unacceptable. We expect acknowledgment of Comcast/Xfinity’s failure to identify and resolve the account issue in a timely manner, as well as clarification on how Comcast will ensure Barbra is not billed for services she could not use.

Please do not consider this case closed. We expect a detailed response addressing the above points and an appropriate resolution for the time and money wasted due to Comcast’s mishandling of this matter.

Sincerely,
Curtis Matthews
(on behalf of Barbra Zigann)
    

Good morning Barbara and Curtis,

Thank you for contacting our executive office with your questions and concerns. We value your business and would like to thank you for the opportunity to resolve this matter for you. Unfortunately, our attempts to contact you have been unsuccessful. However, we were able to resolve your concern. Please retain this email for your records. 

Our back office team, working to port the phone number xxx-xxx-7866 to the Xfinity Mobile residential account, was unable to complete the process because the phone number in question was sent to AT&T. Notes about the port show August 16, 2025, at 6:18 AM EST. There are no further actions that can be taken at this time, as the phone number no longer shows with Xfinity. Please refer to AT&T for any additional questions about the phone number and its availability.

Your case is closed due to having discussed the above information. Please reach out to our care team with any additional inquiries or concerns.

Sincerely,
Kandi H.
Xfinity Mobile Executive Resolutions
    

Barbra called to get the MDU line today and they told her they will call back. I was not on that call but why when trying to set an appointment for a MDU line would someone say they will call back?
They also said someone went out 8/11/2025 but for what?

Good Day Curtis Matthews / Barbara Zigann,

This email is being sent to you in the absence of your assigned Fix Agent... it appears that the issues you have outlined involve two separate accounts. Before we respond, we will need account verification:

• First and last name on the account in question
• Service address in question, including City, State, ZIP
• Last 4 digits of stored payment method
• Or, the complete account number

Kind regards,
Faith H. for Sam G.
Xfinity – Executive Customer Relations
    

Xfinity (Kandi H.):
“It is understandable to be frustrated... At this time, there are no additional concrete steps I can provide, as I am still working with the technical team...”

Curtis Matthews:
“We are in exactly the same position as we were on June 23. Repeated apologies do not help. Assign a knowledgeable technician who can correct the mismatch and ensure this port is completed immediately. Confirm next steps and a resolution timeline today.”
    

Curtis:
“I remember the third error… We were told the port was confirmed and the number was released back in April 2025. Barbra had no idea what that was about — she only started this on June 23.”

Xfinity (Kandi H.):
“I will see what could have been referenced for April… So far I have not seen anything referencing changes in April 2025.”

Also on Aug 10: Kandi apologizes for missing calls due to Fri/Sat off-days; provides callback info.
    

Aug 9 — Curtis to Xfinity:
“Please have someone call Barbra ASAP and fix this immediately.”

Aug 7 — Barbra to Xfinity Support:
“I have been working with Curtis Matthews on saving my business phone xxx-xxx-7866 for now over two months… even with an expert like Curtis we had a difficult time with Comcast and Xfinity. This has been a nightmare. There is not enough compensation you can provide to help me now. I sincerely hope others never have to go through this.”

— Barbara Zigann, Matrix Z, LLC (matrix-z.com)
    

Dear Barbara Zigann,

My name is Kandi and I work in the Executive Office of Xfinity Mobile… I truly appreciate the opportunity to resolve your concerns, as it helps us become better at what we do.

Our office attempted to reach you on Aug 7, 2025, and left a voicemail. Please let me know the best time to contact you. I can be reached at 844-963-0087 Ext. 3052824.

Thoughtfully,
Kandi H.
Xfinity Mobile Executive Resolutions