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?