2 Messages
Frustrating E-SIM Activation Process for iPhone 12 – False Information and Delays
Hello, Xfinity Community,
I’m reaching out to share my frustrating experience regarding the activation of an e-SIM for my Apple iPhone 12. As a new customer, I enrolled in a new mobile line with Xfinity, and I was promised by multiple agents that I would be able to get an e-SIM activated for my phone. However, the process has been nothing but disappointing and confusing.
Here's what happened:
Initial Activation Attempt: I was informed by Xfinity agents that I could activate an e-SIM using the IMEI of my iPhone 12. However, when I attempted to proceed, I was told that e-SIM activation wouldn’t work with the IMEI provided and that I needed to first activate a physical SIM. This was in stark contrast to the information I was initially given.
Delay in Receiving Physical SIM: I had to wait 8 days to receive the physical SIM card—something that could have been done in minutes at a local store. When I contacted the agent who created the order, they couldn’t cancel or modify the order, which was incredibly frustrating. I had to go without a mobile network for over a week due to this delay.
e-SIM Transfer Complications: After finally receiving and activating the physical SIM, I contacted customer care to transfer to an e-SIM. I was told that this would take another week due to a technical issue, and a support ticket was raised.
Final Outcome: After almost three weeks of back and forth, I was ultimately told that it’s not possible to activate an e-SIM on my iPhone 12. This contradicts the information I received from the start.
My questions: Why did every agent I spoke to initially say that an e-SIM activation would work with my iPhone 12, only for me to be told now that it’s not possible? I have used e-SIM with my previous carrier, T-Mobile, without issues, so it’s clear the device supports it.
Xfinity mobile lines seem like a great option, but the misinformation, delays, and lack of knowledge from agents have left me frustrated. I’m simply asking for an e-SIM, not a physical SIM, and it seems like this should be a straightforward request.
Has anyone else experienced similar issues with e-SIM activation for iPhone 12? How can Xfinity ensure more accurate information and better support in the future?
XfinityJorge
Official Employee
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2.1K Messages
3 months ago
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The_Chri
1 Message
3 months ago
El mismo problema por aca, tambien estoy migrando desde t mobile a xfinity .El Dia anterior todo bien funcionando con un e-sim otorgado por T mobile y luego al momento de querer activar un e-sim con xfinity dice que no es compatible el imei,no lo reconoce su sistema, por lo que envían uno físico. Este anda bien pero al momento querer convertirlo a e-sim no resulta. Al parecer Hay una falla en la base de datos de xfinity con respecto a los imei de iphone 12 ,leyendo en internet hay muchos casos.Y no creo que sea problema de l telefono porque en otra compañia funciona bien con un e-sim
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