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?