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user_md2sha321
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14 Messages

Sunday, July 30th, 2023 5:40 AM

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Enabling Wifi-Calling on iPhone 14 Pro Max

I purchased an iPhone 14 Pro Max from Xfinity Mobile last November. Despite having had the phone for 9 months, I have been unable to activate wifi calling with Xfinity's assistance. I have spent roughly 80 hours on the phone with their tier 3 and 4 support team, but it seems that most of them are unfamiliar with wifi calling. They have repeatedly advised me to perform a network reset, which has not resolved the issue. Additionally, they suggested that I go to Apple and have my phone checked for wiring problems. However, after Apple tested everything and even installed another carrier's eSIM, the phone worked perfectly fine. The problem lies solely with Xfinity's eSIM/network. Anyone who sees the error message that appears when I try to enable wifi-calling would immediately recognize that it's an issue with Xfinity. Unfortunately, the Xfinity Mobile service has been a complete disappointment and a scam. I'd urge Xfinity to fix the problem immediately or take back the phone and cancel my line. 

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11 months ago

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XfinityAngie

Official Employee

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1.4K Messages

1 year ago

@user_md2sha321,  Due to account security, we are limited on access to your Xfinity Mobile Account here on Social Media, and we do recommend reaching out to our experts to ensure your concern is resolved. You can reach them by texting or calling 1 (888) 936-4968. You can also chat with an expert here https://www.xfinity.com/xfinityassistant/?channel=xMobile. 

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DaveO3

Problem Solver

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755 Messages

1 year ago

It’s not a scam, but it’s definitely unfortunate. Here is the link to the XM WiFi Calling support, and maybe you have a parental setting  or other setting that is blocking it. 

https://www.xfinity.com/support/articles/wifi-calling-on-iphone

Maybe try the following:

1.) Go to a location that has excellent cellular reception (four bars)

2.) Power Off then On

3.) Connect to WiFi with a strong WiFi AND Internet connection (do a speed test) 

4.) Make sure Cellular Data is On/Enabled

5.) Try to enable WiFi Calling

If that doesn’t work you may want to try a factory reset and first check your eSIM or just restore? UGLY?

1.) Back up the iPhone to the cloud 

2.) Do a factory reset, but make sure to keep your eSIM when asked 

3.) Next either setup your iPhone as new and ignore almost all settings, then see if you can enable WiFi Calling, or just Restore from backup which unfortunately may have some problem settings?

Good Luck!

(edited)

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user_md2sha321

Visitor

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14 Messages

@DaveO3​ I did all these steps but it shows the same error. Xfinity mobile is a scam because they are even trying to resolve it. Every time they give me ticket number saying that someone will contact you but never did. Xfinity guys are clueless, different agents say different things, including this phone does not support wifi calling. I spent more than 109 hours talking to them. Some of them even not familiar with wifi calling.   

1 year ago

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DaveO3

Problem Solver

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755 Messages

@user_md2sha321​ Another option that fixed an SMS problem last December for me after my new SE 3 with a new SIM and then a transfer to an eSIM also didn’t help was to have a tier 2 or 3 agent Suspend and then Resume my line 5 minutes later. She did a lot of clicking and clacking of settings while I was on the phone with her before suspending the line, told me power to off and power back on in 5 minutes after she ended the call and then she called back 5 or 6 minutes later since I didn’t have another line to keep talking with her. 

This might work for you?

1 year ago

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user_md2sha321

Visitor

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14 Messages

@DaveO3​ I did that too, but no luck. Also, you might think that tier 2/3 guys know about this issues. They do not have technical ability resolve it. They are basically the ‘IT Crowd’ guys and tell you to turn off and on the phone!

1 year ago

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DaveO3

Problem Solver

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755 Messages

@user_md2sha321​ You are correct. Unless XM routes you to an actual Verizon back-end specialist on the actual Verizon server used by XM where something is misconfigured you are out of luck. 

As a last resort if your phone is not locked you may need to port to another carrier for a month or so and then port back if you really really want the cost benefit of XM?

1 year ago

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user_md2sha321

Visitor

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14 Messages

@DaveO3​ Unfortunately, it is locked! Once it is unlocked, I’ll be out of this scam. 

1 year ago

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DaveO3

Problem Solver

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755 Messages

1 year ago

One more thought. You may have an Invalid Emergency Address (aka E911 address) registered in the XM database. Apparently this address must be able to associate with a GPS location. Using a VPN or captive wifi could also cause problems. 

Try the Update Emergency Address option in the WiFi Calling options and maybe even use a nearby address if necessary and maybe try with WiFi off. Then power off and on before enabling WiFi Calling. 

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user_md2sha321

Visitor

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14 Messages

@DaveO3​ please take a look at the image I posted at the beginning. The error does not allow me to put the emergency address. 

1 year ago

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DaveO3

Problem Solver

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755 Messages

@user_md2sha321​ I guess you get the same error message when you click on enable WiFi Calling and when you click on the Update Emergency Address option?

If so I guess that you called the number on the screen shot from another phone as suggested. Your only hope is to focus on getting a valid Emergency Address into the XM system. Currently it’s blank  

1 year ago

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DaveO3

Problem Solver

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755 Messages

1 year ago

If you still aren’t having any luck file a complaint to the FCC

https://consumercomplaints.fcc.gov/hc/en-us

Focus your complaint on the XM’s inability to let you enter or update your E911 Emergency Address, which means you cannot use WiFi Calling. 

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user_md2sha321

Visitor

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14 Messages

@DaveO3​ Which option should I select from the webpage? Thank you!

1 year ago

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DaveO3

Problem Solver

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755 Messages

1 year ago

A suggestion from Verizon that worked for some users was to switch to LTE, then try to setup WiFi Calling?

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user_md2sha321

Visitor

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14 Messages

@DaveO3​ I tried this too. The frustrating part is Xfinity is not doing anything to resolve it.

1 year ago

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