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Sunday, January 19th, 2025 10:19 PM

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?

Official Employee

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2K Messages

2 months ago

 

user_9pa0du Greetings! Thank you for using our Forums to contact us. We are sorry to hear about your issues with activating your device and our team is here happy to see how we can help you. I see how much time you spent on this issue activating the e-Sim and if you can send us a DM with your name and address we are happy to see how we can make this right.
Here's the detailed steps to direct message us: 
• Click "Sign In" if necessary 
• Click the "Direct Message" icon (upper right corner of this page) 
• Click the "New message" (pencil and paper) icon 
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list 
• Type your message in the text area near the bottom of the window 
• Press Enter to send your message
  

 

1 Message

2 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

Official Employee

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790 Messages

@The_Chri Gracias por agregar a la publicación. Estamos encantados de verificar los requisitos. Envíenos un mensaje directo con su nombre completo y la dirección de servicio completa a “Soporte de Xfinity”. Para hacerlo, haga clic en el ícono de mensaje ubicado en la parte superior derecha de esta página de foros.

A continuación, se detallan los pasos para enviarnos un mensaje directo:

• Haga clic en "Sign In"si es necesario
• Haga clic en el ícono "Direct Message” (esquina superior derecha de esta página)
• Haga clic en el ícono "New message" (lápiz y papel)
• Escriba "Xfinity Support" en la línea para y seleccione "Xfinity Support"en la lista desplegable
• Escriba su mensaje en el área de texto cerca de la parte inferior de la ventana
• Presione Enter para enviar su mensaje

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