New Apple Watch activation issues

What trouble shooting steps? 
Friday—got watches from fed ex at 1pm. Was on the phone with mobile support from 2pm to 930 pm. NO FIX

saturday— on phone with mobile support from 9am to 130. NO FIX

sunday—drove 45 minutes to Xfinity mobile store, complete idiots. NO FIX, got home on the phone from 130 pm to 6pm . NO FIX

PAIR / UNPAIR—50 TIMES

RESET SETTINGS ON PHONE 50 TIMES

RESTART WATCH 50 TIMES

RESTART PHONE 50 TIMES

in process of getting a new ultra 3 sent to me / sending one I got on Friday back

in process of getting a new series 11 46 mm sent to me / sending the one I got on Friday back.

This is an xfinity issue. 

‘how can my ultra 3 and my wifes series 11 , both different watches have the same issue?

When i go to set up cellular on watch app, I log into xfinity it says gathering information, then comes back every time sorry we are having technical difficulties, please try again.  Says that over and over.

I am seriously thinking about sending all this [Edited: "Language"] back and going to t mobile. I have 10 dats to send new phones back and any remaining watches. 

‘this is ridiculous [Edited: All Caps]

I can understand the frustration and do apologize for the experience. While our team is limited for some issues with XM services, we can help by creating a ticket for our XM Escalations team to contact you for further assistance. If you'd like to go that route, please send our team a direct message with your full name and address.

To send a Direct Message:

Ensure you are logged in

• Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
• 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.
  • An "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.

@cappy40​ I am having the same exact issue and after 2+ weeks of trying including hours chatting and on the phone with Xfinity support, I’m at my wits end. I was about to try in store but it looks like that will also be a waste of time. Maybe it’s time to just cancel and cut my losses.

I called Xfinity and after finally getting to a supervisor learned that they are not ready for the Apple Watch 11 but expect them to be connectable within a month. They said this happens with each new Apple Watch release. Hard to understand why they wouldn't be ready for it, but that's the answer.

@user_r2pi4j​ 

Im on day 21 and the issue was escalated all the way to the executive resolutions team. The executive resolutions team, specifically Kiki G., did nothing to help.

They said that they see an eSIM provisioned on the back end, and therefore it must be working, and they closed out the ticket.

I assure you the Watch does not work as a standalone cellular device - It has no eSIM and has no carrier information.

Nothing has pushed to the watch. The only thing they did was they turned off the cellular to my cell phone in the middle of a workday, which caused me to have to download my eSIM for my cell phone again. This is an absolute clown show.

There’s no resolution but they have closed the ticket. Do not deal with these people - their working assumption is that I must be too dumb to understand the directions they continue to send me.

The last email I received said:

”If the customer is having issues with pairing their watch device to their line and ensuring the eSIM is downloaded to the device, they can visit a local Xfinity Retail store for assistance.

We will consider this matter closed.

Sincerely,

KiKi G.

XM Tier 3, Executive Resolutions

Xfinity Mobile Executive Resolutions 

Office : [Edited: "Personal Information"]

Office Hours: Monday-Friday 12:00 PM EST -9:00 PM EST”

…..Hey, XFINITY, the watch has no eSIM and no carrier information. It quite literally cannot be active on the network because it can’t communicate with the network. 

Our team is here to help, user_yuwody. If you could please send a direct chat message with your full name and complete service address to “Xfinity Support”, I'd be happy to look into this with you. To do so, click on the chat icon located at the top right of this forum's page.

Here are the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "Direct Message” icon (upper right corner of this page)

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message

Same issue with me… hours of my life I will never get back. The, “This will take 24 hours,” solution has only worked to get me off the phone twice…. Still no fix. No call. Absolutely abominable customer service. 

100% would not recommend Xfinity to anyone. Lucky for Xfinity, they are often the only option. What good is bundling services when the services don’t work? I’m giving this another day or two and it’s Starlink and Verizon for me. 

Just posting here to update that Xfinity has still not fixed this issue - spent another 2 hours on the chat with four different agents this morning. Xfinity should be ashamed of this business model. 

I'd be curious to know if anyone else has received any resolution.  I'd also be curious to know if the users who are experiencing issues have looked at the IMEI numbers associated with their phones and the ICCID numbers associated with their phones and confirmed that those are the same numbers that Xfinity has associated with the devices on their accounts.  It would seem if the phone's network identifying information is different form that which Xfinity has, there would be a problem pushing the eSIM to the watch. 

I've had the same issue with my Ultra 3 and Series 11.  They said it's an Apple problem and to try returning the device and buying a new one through them!

@xfinity_saps_my_life Sorry to hear about your experience. We would love to take a look and your account and get this properly escalated for you. Please send a direct message with your full name and service address to do this. 

Same here.  I turned off my cellular service Apple Watch 10 during my international travel and upon returning, I was unsuccessful in restarting my cellular service.  Multiple chats with the rep led nowhere and the first "advance team" rep had me do some rudimentary things and proceeded to just hang up on me.  The second advance team rep "guarantees" that the cellular service will be back up and running in 24 hours.  We'll see but I am not optimistic.  I've been told the same things that others noted - that they are able to see the watch on the network.  How could this be if there is no cell service to the watch? 

Hello @user_id2pw6 were you able to have all of your issues corrected while you was at the store?

Thank you for choosing Xfinity and reaching us here for help, user_6f9ba8. We would appreciate the opportunity to speak with you in detail and work together towards a resolution. If you could please send a direct chat message with your full name and complete service address to “Xfinity Support”, I'd be happy to look into this with you. To do so, click on the chat icon located at the top right of this forum's page.

Here are the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "Direct Message” icon (upper right corner of this page)

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message

Weeks after signing up my phone and watch I only coincidentally discovered my watch doesn't work independent of my phone (my phone was home and i tried calling my husband from a store and the call failed).  Thank goodness i didn't have a medical emergency (e.g., fall) as has happened in the past (watch called 911 because it was functioning independent with Verizon as my carrier).  I would think Xfinity could be sued if a watch fails to function as intended in an emergency (because the customer was told their watch will function independently and does with other providers!)

Judging from all the posts, Xfinity has had this problem reported to them years ago.  I too was on the phone with customer support (who connected me to apple support who took over my phone and confirmed I did all the right steps and claimed it was an Xfinity connectivity problem).  I was reading recent posts in the hope that there really was an xfinity update and fix.  It is totally irresponsible for a provider to claim the watch will work independent of a phone (assuming consumer has a iphone with GPS cellular) and it doesn't.  Made worse is that customers (like me) have sent countless hours with online support to fix.  Since there is no fix, agents should be informed so that they don't sign up customers with watches with GPS cellular and don't waste my time and theirs.  

Hello user_uxt74o thank you so much for contributing to the conversation here on our Xfinity Forums!  There are 2 types of smartwatch plans that we offer through Xfinity Mobile

Smartwatch Data Plan (standalone)

$10 per month, per line

$0 Activation fee

5 GB prioritized data with unlimited talk and text

Dedicated phone number for calls and texts.

Great for parents looking for a safe, limited communication device for their kids.

Smartwatch fee (paired device)

$10 per month, per line

Unlimited talk and text. Must be paired to a compatible device for data.

Must be near your smartphone for calls and texts.

Watch data will count towards the host phone’s data plan.

Data threshold is determined by the paired phone line.

The main difference between the 2 plans is that in the Standalone plan, the Apple Watch carries its own phone number, so it can be used independently of any paired device. 

You should not be offering a plan/service that does not work or is not compatible with apple watches on your Network !!!!

I am having the same issue as everyone else in this forum, we decided to switch from another provider to xfinity mobile, we were reassured my watch would have it’s own line and work independently/mirror my iPhone just like it did with our previous provider until the day we walked in to the xfinity store to switch to xfinity, this was VERY IMPORTANT to me as I can not always have my phone with me at work and the watch helps me in those times to stay in touch with customer and or family and friends through text or phone calls ! 
I will be making the switch back or to another provider !! 
You may offer more affordable deals but they are worthless if the service does not work !!!!!

@XfinityAlfonso​ I have a GPS cellular Apple Watch with its own number assigned by Xfinity support. It does not function as a standalone phone (like I had with Verizon). By standalone I mean watch will ring if someone calls my phone number even if my phone is miles away.  It is worthless to me to have a watch that does not work unless phone is nearby. This is a problem Xfinity needs to fix or stop advertising Xfinity can offer this service when it can’t. Very frustrating and dangerous (should a new subscriber think their watch will work in an emergency when phone is not with them) 

I converted to Xfinity 3 weeks ago. Phone service great but I will have to cancel and find a provider who can provide true independent smartwatch with gps cellular service