Visitor
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1 Message
Need esaclation
I am writing to escalate an ongoing and unresolved technical issue regarding my Xfinity Mobile smartwatch activation. I have spent over 8 total hours on the phone with customer support, and front-line technicians have been completely unable to successfully connect and provision the standalone cellular service on my watch.
Because standard troubleshooting paths have failed, I am requesting that this case be assigned to a tier-3 technical engineer or an Executive Customer Relations supervisor who can manually review the backend line configuration and ICCID/EID pairings on my account.
The last customer support person hung up on me.
XfinityQuemekia
Official Employee
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1.5K Messages
3 hours ago
I am so incredibly sorry that you were hung up on and have spent over 8 hours trying to get your watch activated. This is absolutely not the experience we want for you @user_wbeyri! Let's get your watch activated.
If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.
To send a Direct Message:
Ensure you are logged in
Click the "Direct Messaging" icon
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
A "Xfinity Support" graphic replaces the "To:" line.
Type your message in the text area near the bottom of the window
Press Enter to send it.
You can see how to send a direct message here, Direct Message Within The Forum.
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