Post

I’ve had an open Xfinity Mobile support ticket for over 10 business days trying to get an eSIM activated on my iPhone. A rep previously identified a backend provisioning error — my account is missing the eid and SoftSIMSKU fields needed to generate the eSIM.
Since then I’ve been through three separate live chat sessions, each one disconnecting before resolution. One agent told me the line was “ready to activate,” but the actual eSIM install on my phone still timed out with an error to contact Xfinity.
Ticket number: CAS4047575. I’d like this escalated to your provisioning/engineering team rather than restarted from scratch each time.

Responses

Oldest First

Selected Oldest First

XfinityDilary

Official Employee

•

3.5K Messages

6 hours ago

user_yi6vy4. Thank you for providing those details, and I sincerely apologize for the frustration you've experienced. I can certainly understand how concerning it must be to have an activation issue remain unresolved after multiple contacts and disconnects, especially when you've already been advised that a backend provisioning problem was identified.

We appreciate you sharing the ticket number. To avoid duplicating previous troubleshooting steps, we'd like to review the existing case and the notes regarding the missing EID and SoftSIMSKU provisioning information. Could you please send our team a Direct Message with your name and service address? Our team can take a further look at this issue.

To send a Direct Message:

Click "Sign In" if necessary

• Click the "Direct Messaging chat" icon

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that appears. The "Xfinity Support" graphic replaces the "To:" line

• Type your message in the text area near the bottom of the window

• Press Enter to send it

For an example of how to send us a direct message, check out this link:

https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

0

Devices

user_yi6vy4

Post

XfinityDilary

New to the Community?