Visitor
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1 Message
I ordered A Samsung S25 galaxy on July 1st.
It came in on July 3rd and I activated it with Xfinity mobile chat. But the problem is they were supposed to turn off my S23 Ultra. So, I could factory reset it so I could ship it back for the trade-in. They told me it is off, but I can still use my same pin to unlock it, and I am still getting messages on all my Apps with both phones and the S23 is overriding my S25 so I'm not getting messages on it now. I have been trying everything to figure it out. the S23 is not responding to the factory reset. So please if anyone has any suggestions or possibly knows what to do let me know. Thank you
Accepted Solution
XfinityChristy
Official Employee
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2.1K Messages
9 days ago
Good morning, thank you for reaching out via our Xfinity Community Forums. I have done a bit of research and found that performing a Recovery Mode Factory Reset on your S23 Ultra to help resolve this issue. Here are the steps to take.
First, power off your S23 Ultra. If it won't power off normally, hold the power button and volume down button for about 10-15 seconds until it forces a shutdown.
Enter Recovery Mode: With the phone completely off, press and hold the Volume Up button and the Side/Power button simultaneously. Release only the Side/Power button when you see the Samsung logo, then continue holding Volume Up until the Android Recovery screen appears. (Some devices may require being connected to a PC via USB during this step.)
Navigate and Select: Use the Volume Up/Down buttons to move, and the Side/Power button to select.
Select "Wipe data/factory reset" then confirm by selecting "Factory data reset."
Finally, select "Reboot system now."
Please let us know how it goes.
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