Apple Watch activation

On Dec 3, 2025, I stopped by the Xfinity in Dover, Delaware and inquired about their mobile services. I spoke to Kendra and she provided me in depth details about the promotion plan, that expires on December 16, 2025. I explained my current carrier was AT&T, all phones were paid off along with the Apple Watch. I wanted the iPhone 17 Air and 17 Pro, and keeping the watch. She told me as long the watch is paid off, all I needed was a line and plan. On December 16, 2025, I meet Kendra inthe Xfinity store to make the transfer. I purchased the iPhones and informed her I wanted them activated on Christmas Day. She provided instructions how to transfer the phones and watch and if I have any issues to call her personal phone. I was happy with the transaction and on Christmas Day I was able to transfer all the phone over, but not the watch. I used the xfinity chat to sort out the problem or issue with the transfer. After several hour on the chat the agent transferred the watch and paired it to my iPhone Bluetooth. After several days I noticed I could not use my watch unless my phone was close by. I contacted xfinity chat again, after several hours on the chat, the agent removed the watch installed the watch and give me a new number. Again, after several hours, she instructed me I would need to go the the xfinity store to resolve this issue. She made an appointment at the xfinity store, the store agent tried to add the watch to the plan and activate it, she inform me after about and hour, she told me they were talking to the back support to help resolve this issue. After about hour and a half, she told me they were waiting on the back support to activate the watch. She (Kay) provided me an [Edited: "Personal Information"] and told me to use this number when contacting xfinity for further support with the issue. Again, a few weeks went by, and I contacted xfinity chat again, seeking support to have my watch on the xfinity plan along with it own line. After chatting with the agent again, the chat ended without success and we’d told to give it 24 hours before the activation would take place. Another week goes by and the watch is snot activated.  I went back to the xfinity store, again they contacted the back support, again I left without Watch being activated. I contacted the chat agent again, this time the agent removed the watch off the plan and the xfinity app. I AT&T to see if the watch was still on my old account. They told me my plan was closed, and I needed to call xfinity at 611. By this time it’s late January, called and spoke to and agent, and was on the phone for about an hour. He was able to get the watch back on the plan, but I need to have a new number. We went through the steps, but the watch would not activate. He told me to hold on, then he ended the call. Again, I waited a few days and call back. Spoke to the agent and he told me he would fix the issue before we hang up. After about 45 minutes, I was disconnected again, I called back and and the agent looked at the account and told me the watch was on the plan, it had it own number, but it was not activated. Told me to give it 24-48 hours for the system to update. After a week, no activation. Now we we’re late February. I called agin spoke to and agent and he told me to on hold then hung up. I called back and got Blue. She was very nice told very good English and understood my issue. She worked diligently to resolve the issue, after several attempts removal and reinstalled she could not get the watch to activate, although it was on the xfinity plan and own line. She told me give it a day so the system to update and it should be activated. She said she would call me back to confirm the activation, and she did call back twice, but I missed her call as I was in meeting. Today, March 15,  2026. I called 611, again and spoke to an agent. After several attempts and talking to the back office, he tells me it’s a Apple problem. He was kind enough to connect me to an Apple representative. The Apple Supervisor called me. I explained the issue. She ran diagnostics test on the watch, check my account and remove and reinstalled the watch to the account. She informed me to contact xfinity while she was on the line to explain and see what the problem could be. After the connection, the xfinity agent check and said it must be an Apple problem, the Apple supervisor explained she had check there system there’s no issue. After, a few minutes the Apple supervisor ask xfinity to check the IEMI number. The xfinity agent put us on hold and came by and say the IEMI number was assigned to the watch, they discussed, what and why the watch could not be activated. The xfinity agent, informed us the back support told him the watch was not compatible . The Apple supervisor was puzzled, stating if the watch is not compatible how could it be added on the system. All the xfinity agent would say the watch is not com. Although this was not an acceptable answer after I had contacted xfinity several times and being charged monthly for a plan I could not used. The xfinity agent tried to sell me another watch because I was a Diamond member, The Apple supervisor asked why, after three months and several calls, no one informed me the watch was not compatible. The Apple supervisor asked could she speak to a supervisor and was told there is no supervisor to speak to her. I am very disappointed in xfinity, you have the worst customer services, incompetent agent with not trouble shooting skills.The in store agent are terrible, they lied to get a sale, as I was lied too also by Kendra that I could get internet service for $40 a month for 5 years. When I got my  bill it was $50. I went back to the store and spoke to the supervisor she told me the plan is $60, with a $ 10 discount for auto pay. I told her that not what I was told, I would have not signed up. She told me there is nothing she could do because I signed the contract and she would speak to Kendra about this. I would like a refund from December 25,2025, until the day this issue is resolved. If you like to collaborate this issue the Apple supervisor provided me her contact information to very about the watch not being compatible.