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user_x40k4e
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09/20/2026 3:55 AM

Apple Watch failing to activate

I am getting a 'something went wrong' activation loop on a brand-new Apple Watch Ultra 4 bought directly from Xfinity. I’ve reached out 3 times to Xfinity to get help to resolve this but basic troubleshooting has not worked. 

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XfinityRay

Official Employee

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4.3K Messages

4 days ago

Hi there, @user_x40k4e! Congratulations on getting the Apple Watch Ultra 4! Excited to get that activated and working for you! This link shows how to activate the device, https://www.xfinity.com/support/articles/how-to-activate-apple-watch. Where in the process are you seeing the error message? Do you get through pairing and it is during cellular activation? 

 

Please also note that sending unsolicited private messages to myself or any other user is a direct violation of our forum guidelines. You must first create a Public post requesting assistance, and once a Comcast verified employee responds and asks for a private message to be sent, you can then proceed with doing so. 

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user_r2zw44

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3 Messages

3 days ago

I purchased the Apple Watch Ultra 4 from Apple on September 18. I have cycled through phone calls, chat support, and a store visit without resolution. The problem does not appear to be the watch itself but rather something tied to the Xfinity network.

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XfinityJosephA

Official Employee

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2.5K Messages

@user_r2zw44 are you experiencing an activation issue with the Smartwatch? 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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1 day ago

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user_x40k4e

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3 Messages

Yes, I cannot activate the watch and no sim shows. Can I please get Tier 2 or Advanced Technical Support agent to look at a backend provisioning error. My IMEI is stuck, and Tier 1 cannot fix this. I’ve already contacted customer support 4 times and they keep making me do the same troubleshooting that doesn’t fix anything 

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22 hours ago

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XfinityRay

Official Employee

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4.3K Messages

Thank you for sharing this is during activation and not pairing and that no SIM is showing, @user_x40k4e. We will get that working for you! I will need to check further on the watch and your account. Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.

 

Here's the detailed steps to direct message us:

1.  Click "Sign In" if necessary.

2.  Click the "Direct Messaging" icon.

3.  Click the "Start new conversation" (pencil and paper) icon. 

4.  In the "To:" line, type "Xfinity Support".

5.  As you type, a drop-down list will appear. Select "Xfinity Support" from that list.

6.  An "Xfinity Support" graphic will replace the "To:" line.

7.  Type your message in the text area near the bottom of the window.

8.  Press Enter to send it.

 

You can see how to send us a direct message here, https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514.

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 as Best Answer.tick

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22 hours ago

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user_x40k4e

Visitor

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3 Messages

Hello Ray,

I already tried that. I sent a message on September 19 and still have gotten no reply. I sent another one per your request. Hopefully someone will reach out. The is frustrating as I’m getting charged for something that doesn’t even work 

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3 hours ago

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XfinityKassie

Official Employee

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2.7K Messages

@user_x40k4e Good morning! My apologies we missed the one from the 19th. We did receive the one from today, and we'll continue in DM. Thank you for hanging in there with us! 

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 as Best Answer.tick

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2 hours ago

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user_jly58g

Visitor

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1 Message

3 days ago

Im having the same issues

1

XfinityCliff

Official Employee

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698 Messages

Hello @user_jly58g, and thank you for reaching out on our Xfinity Community forums!  

I can understand how frustrating that activation loop would be, especially with a brand-new watch and after already contacting support several times.

Since you're receiving the specific “Something went wrong” error during activation, we have a recommended recovery process you can try. First, unpair the Apple Watch through the Watch app on your iPhone, then pair it again and choose to set it up as a new watch. You can restore your previous cloud backup after activation.

When you reach the cellular setup portion, skip cellular setup temporarily and allow the watch to finish pairing completely. Once pairing is finished, turn the iPhone off for up to 90 minutes. Xfinity advises that this forces the watch onto the network. If notifications begin reaching the watch sooner, you can turn the iPhone back on.

Before starting, also make sure both the iPhone and Apple Watch are running their latest software, WiFi and Bluetooth are enabled, and both devices have at least a 50% charge. It's also important that you're setting the watch up the same way it was ordered, either Paired with your iPhone or Standalone, since using a different setup method can result in activation errors.

If you've already completed this specific process and continue receiving the same activation error, please let us know. 😀

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 as Best Answer.tick

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20 hours ago

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user_r2zw44

Visitor

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3 Messages

2 hours ago

Since September 18, I have faced the same problem with my Apple Watch Ultra 4 when attempting to add it to my Xfinity Mobile account. I have spent roughly nine hours on calls and visited both an Xfinity Store and an Apple Store. The issue appears to be that Xfinity Mobile cannot connect the watch to the network; support has opened a ticket that may take eight to twelve days, with no assurance of a fix.

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