Esim psim swap

Dear Xfinity,

Thank you for taking the time to address my issue with Xfinity Mobile.

I ported my number to Xfinity Mobile last night and brought over my unlocked Samsung Galaxy S23 Ultra from T-Mobile. The S23 Ultra was activated using an eSIM, and the service itself appears to be working well.

After completing the transfer, I realized that I also need a physical nano-SIM for my Samsung Galaxy S8, which I use occasionally as a backup phone. My goal is simply to have the ability to swap my Xfinity Mobile service from the eSIM on my S23 Ultra to a physical SIM in the S8 when necessary.

I submitted the request through the Xfinity app and was instructed to visit an Xfinity store. On August 6, 2026, at approximately noon, I went to the Xfinity store inside Fairlane Town Center in Dearborn, Michigan. I was told that the store would not provide me with a physical SIM because Xfinity Mobile is moving toward eSIM-only activations.

This was confusing and frustrating. If my only phone were the Galaxy S8, which requires a physical nano-SIM, my understanding is that Xfinity could provide a physical SIM to activate compatible service. I don't understand why one cannot be provided for my existing line simply because my current S23 Ultra was initially activated with an eSIM.

I then contacted Xfinity customer service. The representative attempted to help but was unable to complete the SIM change. A ticket was created: ECM0024097178. I was told to provide that ticket number to the Xfinity store. However, I later received a call from another Xfinity representative who told me that the change could not be done.

At this point, I don't want to make another trip to the store only to be told again that it isn't possible. I would appreciate a definitive answer as to whether Xfinity can provide and activate a physical nano-SIM on my existing line so that I can use my Galaxy S8 when needed. If it can be done, I would appreciate assistance ensuring that the Fairlane Town Center store is able to complete the request before I return.

I have to admit that this experience has been disappointing, particularly because I just moved my service to Xfinity Mobile. I was actually happy with T-Mobile; my primary reason for leaving was that I had been moved off my grandfathered plan. This is also my first experience using an MVNO after always having service directly through one of the major carriers.

I would prefer to give Xfinity Mobile a fair chance, especially since the service itself has been working well so far. However, if something as straightforward as obtaining a physical SIM for a compatible backup phone cannot be resolved, I will have to seriously consider porting my number back to T-Mobile.

Thank you again for looking into this. I would appreciate any assistance you can provide in getting a clear answer and, if possible, resolving the issue without another unnecessary trip to the store.

Best regards,
William