Executive Escalation: Apple Watch Cellular Line Not Activated for 10+ Days – Xfinity Mobile

Dear Xfinity Mobile Executive Leadership / Executive Customer Relations,

I am writing to formally escalate a prolonged and unresolved Apple Watch cellular activation issue that has now exceeded 10 days despite extensive follow-ups across multiple support channels.

Background
I recently ported my mobile service from Verizon to Xfinity Mobile. My iPhone activation itself was delayed by approximately one full day and required interaction with two different agents before it was finally resolved. Unfortunately, the Apple Watch cellular line associated with my account has never been activated and remains unusable.

Over the past 10+ days, I have:
- Spoken and chatted with approximately 10 different Xfinity Mobile agents
- Repeated the same information during each interaction
- Visited an Xfinity store in person
- Been given conflicting explanations and inaccurate guidance
- Been repeatedly promised resolution or follow-up “within 24 hours,” none of which ever occurred

There is no apparent case ownership, no continuity between agents, and no clear escalation path. Each new interaction effectively starts from zero, with agents having no awareness of prior discussions or commitments.

Impact
This issue has resulted in:
- Loss of Apple Watch cellular functionality for over 10 days
- Significant time spent on calls, chats, and store visits
- High frustration due to inconsistent and misleading information
- Erosion of confidence in Xfinity Mobile’s support and provisioning processes

Account & Device Details
- Phone Number: [Edited: "Personal Information"]
- Apple Watch: Series 11, Cellular, 46mm Titanium  
- Watch IMEI: [Edited: "Personal Information"]
- Watch EID: [Edited: "Personal Information"]

Core Issues Observed
1. Failure to provision or activate Apple Watch cellular service after a successful phone port-in  
2. Lack of a single accountable owner or senior technical escalation  
3. Inconsistent and contradictory information provided by support agents  
4. Repeated false assurances of resolution without action or follow-up  

Requested Resolution
I respectfully request executive intervention to:
1. Assign a senior technical escalation owner with end-to-end responsibility  
2. Identify and resolve the root cause (backend provisioning, carrier profile, port dependency, or system sync failure)  
3. Successfully activate the Apple Watch cellular line  
4. Provide written confirmation once activation is complete  
5. Apply appropriate service credits for the extended service disruption and time spent resolving this issue  

I transitioned to Xfinity Mobile expecting reliable service and competent support. The prolonged lack of resolution, accountability, and communication is not acceptable for a paying customer and does not align with Xfinity’s stated service standards.

I appreciate your prompt attention and look forward to a definitive resolution.

Sincerely,  
[Edited: "Personal Information"]