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marydoo
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Wednesday, April 22nd, 2026 1:24 PM

No Mobile Phone

It has been days since I transferred my mobile phone to Xfinity. It was properly activated. I checked with my previous provider. I can see it is set up on my Xfinity mobile account. I have no phone at all and no other device in which to contact them. I have moved to an area where I know no one to borrow someone's phone for phone consult. I have been without a phone for days and am missing work texts and driving in an area I don't know is dangerous without a phone. I wold like to direct message here.

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3 hours ago

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XfinityKassie

Official Employee

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2.4K Messages

4 hours ago

@marydoo Good morning! We appreciate you reaching out for assistance with your Xfinity Mobile services. I'd be happy to get you in the right direction for getting your services working. Can you please share it you have a physical SIM, or an eSIM, and what is happening when you are trying to make calls?

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marydoo

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eSim. I recently moved, transferred my account to new address successfully - am using it now on computer. Transferred mobile to new account with Xfinity. previous provider confirmed successful release of number. My mobile account with Xfinity shows the phone activated. When I turn on phone and begin to sign in the message says could not communicate with server. Is it possible that the server name here at my new address is different from the server name I used prior to the move? I moved the router with me - so same router, different name. Or, what is the lag time in activating an account? I really need the phone, I was dangerously lost yesterday in my vehicle for hours. thank you

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3 hours ago

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XfinityKassie

Official Employee

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2.4K Messages

 

marydoo I can see how that would be a concern, we use our phone for so much these days. Before we begin, can you please share any troubleshooting steps you have already tried? This way I don't have you repeat steps you have already ruled out aren't working? I've also included some steps to try below. 
 
-Toggle between Wi-Fi and data
-Restart your phone
-What kind of phone are you using? 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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3 hours ago

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marydoo

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Yes I have forced started and re-started many times. I have unplugged router and re-plugged. I can't do any toggling because the message from the phone regarding unable to communicate with server interrupts that identifying information. I know the password is correct because I input an incorrect one and it displayed that the password was incorrect so my login credentials are correct. I have called previous carrier for port out pin and successfully used it. My mobile account shows the phone in order. I re-called previous provider and verified that the number was successfully transferred to Xfinity. 

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3 hours ago

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marydoo

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To clarify: the message saying the phone cannot communicate with server appears just as I am signing in, so I am unable to access any feature on the phone. It prevents it from opening

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3 hours ago

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XfinityKassie

Official Employee

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2.4K Messages

 

marydoo Thank you for these additional details. Looks like I may need to take a look on our side. Please go ahead and move to Direct Message and I can gather some additional information. I look forward to working with you today! 
 
Click "Sign In" if necessary
Click the "Direct Message" icon Click the "New message" (pen 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

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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3 hours ago

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