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user_bmrq68
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09/10/2026 5:05 AM

Standalone service sold for Galaxy Watch7 that Xfinity cannot activate

An Xfinity representative converted my Xfinity-purchased Galaxy Watch7 from a paired device to a standalone line with its own number. I accepted the change specifically because I wanted a standalone watch.

Since then, I have paid off the watch and have been paying for the standalone line, but Xfinity has been unable to activate the watch as a standalone device despite many hours of troubleshooting.

I am now being referred to Samsung for a paid repair. However, the watch worked before Xfinity changed its service configuration.

I am not asking for another credit. I need Xfinity to either activate my Watch7 as the standalone device I was offered or provide a compatible watch that can use the standalone line I am paying for.

Could an Xfinity employee please escalate this for review?

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1 month ago

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XfinityEricB

Official Employee

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3.8K Messages

1 month ago

 

user_bmrq68  Thanks for reaching out to us for assistance with your smart watch concern about it not working as a stand alone device like you pay for. We can certainly get this concern escalated for you to get it working as intended, and we are happy to help. I'll need account details in DM to allow me to locate the account, and gather information needed to escalate for you. I see you sent us one already with the little more information already. Please be reminded that sending unsolicited Direct Messages to an Official Employee of the Xfinity Community Forum, is a violation of Forum Guidelines. In the future we ask that you please find the most appropriate public board for your question type and post it there. If needed, we may invite you to send us a Direct Message.
 
With that said we are inviting you to a send us a new direct message with account information to assist. 

Can you send us a direct message with your full name, name of account holder (if different), and service address please?

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon

Click the "Start new conversation" (pencil and paper) icon

In the "To:" line, type "Xfinity Support"

As you type, a drop-down list will appear. Select "Xfinity Support" from that list.

An "Xfinity Support" graphic will replace the "To:" line.

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

Press Enter to send it.

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

- XfinityEricB

 

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