New Poster
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18 Messages
new iPhone 17 pro is active & working fine but the Xfinity App & online account still says I need to activate it??
I purchased my new iPhone 17 Pro in a Xfinity store, the new phone was activated, and I did the quick start from my existing iPhone 13 right in the store, the rep made sure everything transferred correctly that my new iPhone worked on cellular service, when I got home I double checked everything and then a couple of days later shipped my old 13 for my trade-in which was just completed. MY ISSUE is the Xfinity App under services shows the new iPhone needs to be activated, but when I open the mobile services tab it shows my new iPhone 17Pro, on my online account page it shows we are getting ready to activate your device! my new iPhone is active and working on cellular data and has an eSim, I tried chatting with Xfinity reps and it was sent to an "escalation team" who then emailed me saying they tried to call me, NO THEY DID NOT, my iPhone is always right next to me and I have had no calls from Xfinity, it's been 2 weeks and still not fixed, anyone else have a problem like this and how did you resolve it!
XfinitySara
Official Employee
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2.9K Messages
5 hours ago
Thank you for creating a post and seeking additional help from the community, @user_g517w4. As one of the Digital Care Team members that's been assisting you for the last 2+ weeks, for the sake of the community, I'll comment that your escalation is still open with our Xfinity Mobile Executive Resolutions team. As discussed via DM yesterday, I left additional comments from you on the ticket, for your case manager. I also see now that you emailed them back as well. We know this hasn't been easy, and I appreciate your patience while both teams do what they can to have a resolution for you as soon as possible! Thank you for all your time and efforts on this. I look forward to catching up with you directly soon.
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