Unable to Port out of Sonic to Xfinity

Fusion Voice service, features and help.
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by aikosato » Sun Jun 16, 2024 10:28 pm
Xfinity has made multiple requests to port a number from Sonic to them without success. I have called Sonic each time after Xfinity has made a port request and Sonic states that the auth name field from Xfinity is blank. Xfinity states they have used the account holders name, so how could it be coming up blank on Sonic's end? This has been going on for 2 weeks without any success. There have been 3 way calls with Sonic, Xfinity, and myself with the request without any luck.

The reason for the port out is Sonic does not provide DSL service to the new address I moved to which is in the same apartment complex, but in a different building. My bill is coming due in 2 days and I don't want to lose my phone number which I have had for over 40 years. Am I being taken hostage to pay a monthly bill when I can no longer use their service?

I will be filing a FCC complaint regarding this.
by loherj » Fri Jun 21, 2024 9:19 am
Thank you so much for reaching out about this. We're sorry to hear that this has been an ongoing issue with no end in sight. We do not want you to feel as though we are forcing you to use the service because of the porting issue. We have applied a credit to your account to provide ample time for the port to complete without you being charged again.

I was looking over your account and into the port requests that failed. It seems the port request received from Xfinity had incorrect information. I reviewed the port requests from our side, and everything was correct from our end, so I assume that this must have been something from Xfinity's side.

Looking at the most recent account activity, it seems you had decided to port the number to another carrier other than Xfinity, which was successful. This means the number should be activated with what we refer to as the winning carrier now, and you should have access to your number with the new carrier. If you cannot access the new number, please get in touch with them and us as soon as possible and let us know.
Jacob - Community & Escalations Specialist
Sonic
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