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user_9qku4m
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Friday, October 25th, 2024 10:32 AM

Xfinity sent an eSim to the wrong device

I got a new device from Xfinity and it was active for a few hours then at around 1:00am I recieved an email asking me to activate the eSIM in the old device that I was going to trade in. I now have no working devices and no way to call support. I have been to the physical location several times and chat support has not been helpful.

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21 days ago

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XfinityArmand

Official Employee

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1.8K Messages

21 days ago

Thank you so much for taking the time to reach out to Xfinity Support @user_9qku4m!  We are so glad to hear from you and want to ensure you are provided with the best support possible.  Have you tried calling or texting our Xfinity Mobile Sales and Service team at 1-888-936-4968? In addition, you may use our Secure Online Chat at xfinity.com/xfinityassistant/?channel=xMobile where an Xfinity Mobile expert is available 24/7! Have you used this feature yet?

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user_9qku4m

2 Messages

I had one working device before calling the mobile sales team. Now I have two devices that do not work and cannot call anyone. I have spent hours in the chat. I just want to port my number over to another carrier at this point but I cannot do that because I do not have a device that can receive the PIN.

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21 days ago

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XfinityArmand

Official Employee

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1.8K Messages

We can certainly take a look at this for you @user_9qku4m.  Please feel free to shoot us a private message so that we can get started. 

 

To send a "direct message" / "private message" message to Xfinity Support:

 • Click "Sign In" if necessary

 • Click the "Direct Message" 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

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21 days ago

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