Botched number transfer
I tried to setup my new BYOD Xfinity Mobile line, but I was given the wrong instructions and now I can't port the old number over. When I completed the order, I was sent an email with the instructions, "Open Settings" and "Tap Set up cellular". When set-up was complete, unfortunately the process created a new number for the new line. I brought this up to Xfinity customer service. They sent me this article and asked for the account number and port out pin from my previous carrier, which I gave (I received a message from my previous carrier US Mobile saying that the number transfer had been completed last night). I followed the instructions under "New line with BYOD phone" for an Apple product, but I am getting an error message when I try to transfer the number that says, "Sorry we are having trouble. The phone number entered is not eligible to be ported to Xfinity Mobile. Please try another phone number." I tried inputing different "Current mobile carriers" including Verizon Wireless, Verizon Prepaid, and even Other/don't know. I get the same error message each time.
I am not sure what else to do. If I can't keep my phone number, I will just have to cancel the plan.