Visitor
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2 Messages
FINAL ESCALATION: 3 Weeks of Service Failure
To Whom It May Concern,
I am a loyal customer of 10+ years writing to express my extreme frustration regarding a smart watch activation your team has failed to resolve for over three weeks. My 11-year-old son is currently without a working device due to your team’s incompetence, which is a significant safety concern.
I have already opened and closed three separate tickets (Edited- Personal Identifiable Information) with zero results. I’ve visited stores and called multiple times, only to be met with repetitive, ineffective troubleshooting.
To clarify, I never requested a standalone number; your team configured it that way when I bought the device, and it worked until it stopped sending/receiving SMS. Your support team then suggested re-pairing the watch to my mobile number as the "fix."
I am open to whatever technical solution you provide, including that re-pairing, provided you meet these two conditions:
- The watch begins working immediately with SMS service enabled.
- You guarantee in writing that my monthly equipment credits will remain active and unaffected.
The ball is in your court. If this is not resolved within 24 hours, I am moving my entire business—including my premium internet and both mobile lines—to T-Mobile. Fix this immediately.
XfinityAlyssaA
Official Employee
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2.5K Messages
6 hours ago
Thank you for reaching out to us on the Community Forums regarding the issues you’re experiencing with your smartwatch. We truly appreciate you taking the time to contact us, and I’m sorry to hear about the frustration this has caused—this is certainly not the experience we want for our customers.
I also see that several tickets have already been submitted. We’d be happy to review those tickets in more detail to confirm what troubleshooting steps have been completed so far and determine the best next steps to get this resolved as quickly as possible. We're also happy to help ensure that your promotional credits are not affected.
To get started, can you please send us a Direct Message with your first and last name along with the service address on the account?
To send a "Direct Message" ("Private") message:
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