Pixel 7 Pro Ported Number from Xfinity won't download VZW Esim

[MortemTyrannis]

I am going to list step by step what has been done, and how I have been passed around from department to department.  I am on my last nerve.  This is not acceptable.

I am a previous Xfinity Mobile customer.  ALL Phones, Past Bills, and Requirements were met before starting this process.  The Phone in question, the Pixel 7 Pro running Android Beta 15 was purchased from Xfinity through their online shop last year and paid off a month ago.

Steps I took:

Went to verizons webpage, clicked the banner for the BYOD discounts "Get Started" Button.

Went through the setup process fine, Added the IMEI for my SIM Slot 1, selected eSim activation and deselected "This line will be the primary account holder" and went to phone 2.  This is a Samsung Galaxy S21 Ultra 5g from Tmobile, this phone also unlocked was setup using the SIM Slot 1 IMEI.  This phone was selected as the primary account holder phone.  Phone 3 is a Note 9 from Sprint, unlocked, but does not have the eSim functionality so we opted for that phone to receive a physical card.

Went through setup to the final conformation page, everything was correct and I clicked Submit Order.  An Error Banner in a light orange color popped up telling me to go into the store.  It was 8pm here so I clicked chat to see what was wrong.  The rep couldn't figure out why there was an issue and canceled my web order, then tried to submit an order themselves.  This did not work.  She asked if we wanted to just not add the pixel 7, I said no please remove all orders from your system and I would try again later.

After reading Xfinity forums, it appeared that they no longer automatically unlock your phone when its paid off, after going through their chat and having them try to talk me out of transferring for an hour I refused and demanded they remove all carrier locks.  When I say 2 seconds later I am not exaggerating, I got a popup system message that my phone has been unlocked, and an email to the primary account explaining the same.

I then re-do the setup process again.  Everything goes through fine.  Get texts on both esim enabled devices (*line 1 and 2*) that we need to verify billing address for Number Porting.  Completed, both when checking status say "Porting Complete" or something similar confirming the number port is finished and a minute later I received an email from Xfinity verifying the number has been ported and Service has been shut off for both lines.

Line 2 Activated fine via esim (Samsung G21 U 5g) and calls/messaging work.  But line 1 when trying to scan the QR code says "Scan an Xfinity eSim QR Code", when I scan the Verizon eSim QR code it says "This sim has already been downloaded"  After researching this, CSR on the VZW Sub Reddit said I needed to contact support and have them reprovision the eSim IMEI instead of the physical SIM first.

This is where I start getting mad.  I contact support.  Closed. Ok.  Chat.  Get Sales, explain the situation and she basically says I see no account for you, or any of these lines.  I give her my order and location number, she said she still can't see it and dumps me to "tech support".

After waiting 5 minutes,  tech support comes on and I explain the problem again.  I explain all I need is for them to reprovision my eSim IMEI and not the physical Sim.  The person claims they can't verify me because they see no account data and the "Chat" gets ended. Ok, I am on Starlink, sometimes that can happen and maybe it wasn't on purpose.  So I Rechat.  Again, Sales hears my problem, says they see no account, no Order, and they can't help me, they need to transfer me to Tech Support.

Tech Support is very kind, all of your people are kind, they just don't know how to actually help with anything.  The Tech Support person also can't find any information on my account until I give them the Primary phone number, they can't find it via the order number or the location code.  After trying to explain I need an eSim activated, she says I am sorry I will forward you to Sales to help you with that!

So now for the THIRD time I am back at Sales, explain the situation AGAIN, and AGAIN they are unable to find any information and she sends me back to Tech Support AGAIN.  This time the tech support agent finds my account, asks me a bunch of questions to verify that I am the account holder (this is the 6th time I have done this, 3rd time with THIS specific rep) and they reply that the issue is while line 2 IS provisioned and working, your system shows that there is a backup order waiting for it to be provisioned AGAIN.  Says she can't help me and tries to send me BACK to sales, I lose it.  I express that I do NOT want to be transferred again, that I have been passed around enough and been on chat 4 HOURS.  Yes, FOUR HOURS.  The rep explains they need to cancel the phantom order, I say ok.  15 minutes go by and the rep now says that doesn't work either and they want to cancel the whole order and the porting of my number.  I explain NO I have had this number since the first Droid phone was released over a decade ago and have multiple businesses contacts associated with it.  To Not touch anything and I would figure it out myself.

I went to bed, hoping by the time I woke up all of this would be propagated through the system thinking maybe I was just being impatient.  As of right now the issue still persists, while also noting that the primary account holder, line 2 has already activated by the system won't show as such and My Verizon says "Once the Primary Account Holder activates their line, you will get full features" and it acts like none of our phones are activated so we can't do anything like setup billing or use My Verizon.

I am about to lose it.  This has been the absolute worst experience I have ever had with any Cellular company.  PLEASE, Help me figure out how to fix this.  I am tired of everyone and their brother blaming the other guy and trying to pass the buck. 

[vzw_customer_support]

I'm sorry to hear of your trouble with trying to get your phones activated. We want to help get this processed turned around. If you have not yet been able to activate the online account due to this, it will need to continue to go through Sales for support as we won't have access to it just yet. Please let us know where you are in that process.  

-Melissa

[MortemTyrannis]

you know where I am in the process because I just posted a small book about where I am in the process.

[vzw_customer_support]

I apologize for any confusion on our end, MotermTyrannis. It sounds like the Galaxy S21 is the line currently having the issue and is not fully activated, but that you were able to activate the Pixel 7. Aside from that, it sounds like we've had some trouble in support with locating your account. It sounds like we will need to move this to a private message, so we can better assist and to help locate your account.

Please be on the lookout for a private message from us.

-Joseph

[SynthpopAddict]

There was some discussion about eSIM problems with Pixel phones in this thread:

https://community.verizon.com/t5/Google/quot-Contact-Verizon-quot-message-when-trying-to-add-eSIM/m-...

If nothing else, someone included a link to another site regarding Pixel support.

[Scott5337]

That linked post was specific to a Pixel 8, this user has a Pixel 7. And if someone were to post the issue described here on the Pixel Support forum they would say "contact Verizon". This sounds like a Verizon issue and not a Pixel phone issue.

[SynthpopAddict]

@Scott5337, true, but you had posted in that thread saying the process outlined worked for your Pixel 7 as well.

@MortemTyrannisif your Pixel 7 keeps saying something about only wanting to take an Xfinity eSIM, they must have not unlocked your phone?  In which case, you'd have to contact them to get it unlocked.  If the phone is indeed unlocked, have you tried deleting the Xfinity eSIM and deleting the first Verizon eSIM you weren't able to install (if it is showing up somewhere), then download a new Verizon eSIM?  Hope it's not something with the Android beta 15 version you're running.

@vzw_customer_supportI'm pretty sure the OP got their other devices set up with Verizon, but their main device is the Pixel 7 for which they have not been able to install an eSIM...which means you got the situation backwards in your earlier post.