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user_21a3wa
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Tuesday, March 3rd, 2026 2:16 AM

Xfinity Mobile eSIM Activation Issue – Calls Not Working / “Unknown Number”

Hello,

I’m trying to activate the free Xfinity Mobile line included with my Xfinity Internet promotion, but the line appears only partially activated.

Device: Samsung Galaxy S21+

SIM Type: eSIM

Current issue:

  • The eSIM downloaded successfully.
  • The phone shows signal.
  • Some texts were received during activation.
  • However, I cannot make or receive calls.
  • In Settings → About Phone → SIM Status, the phone number shows as “Unknown number.”

Troubleshooting already completed:

  • Reset mobile network settings
  • Restarted the phone
  • Xfinity support attempted a network reset on their end
  • Verified the eSIM installed successfully

Because the number shows as unknown, it seems like the MSISDN/voice provisioning may not have attached properly to the eSIM profile.

Could someone please:

  1. Check whether the line is fully provisioned on the backend
  2. Rebind the phone number to the SIM/eSIM
  3. Reprovision voice/VoLTE services if needed
  4. Reissue the eSIM activation if the profile is corrupted

If eSIM provisioning cannot be corrected, I’m also open to switching the line to a physical SIM card for the device.

Thank you for your help.

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14 hours ago

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XfinityVianney

Official Employee

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2.8K Messages

6 months ago

 

user_21a3wa, 

I'll jump in on my end to do all we can to help. I ask that you reach out privately, so we can cover the details of your account. You can start by clicking the chat icon located in the top right corner of your forums page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions.

 

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user_e68c76

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I pretty much have the same issues and the same phone. Except I cannot receive/send texts or calls. I have spent hours on the phone with tech support and made trips to my local Xfinity store. I have bars My phone says Xfinity Mobile but my number does not show up on the e SIM or the physical card SIM. I have contacted my previous carrier, Samsung, a Samsung repair shop, and Xfinity more times than I can count... No change 

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6 months ago

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XfinityJosephA

Official Employee

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2.4K Messages

 

user_e68c76 when you have a moment please send us a direct message so we can do our part to help with your Xfinity Mobile service. You can use the Direct Messaging icon at the top of the page to send your name and service address to "Xfinity Support." 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please mark as Best Answer.tick

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5 months ago

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user_21a3wa

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2 Messages

5 months ago

Sent a message thank you 

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Chuckysays

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13 Messages

How did you guys get it resolved?  I ported over from Boost with my Motorola and I have the same unknown number on the esim.  Just emergency calls work. 

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4 months ago

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XfinityQue

Official Employee

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724 Messages

 

Chuckysays, hello there and thanks for joining in the communication on our forums. Have you tried deleting the unknown number? 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please mark as Best Answer.tick

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3 months ago

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user_acho9g

Visitor

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1 Message

22 days ago

Having the same issue, same phone. Has anyone had luck getting it resolved? 

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XfinityThomasA

Official Employee

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3.8K Messages

 

user_acho9g - Thank you for choosing Xfinity Mobile and for reaching out to us for support. If you haven't already, please try the following on your device: Settings > Connections > SIM Manager > Add eSIM. From there, select either the scan or manual entry option and enter the activation information provided.

I've also included a helpful article below that provides additional details and step-by-step instructions for setting up your eSIM. Please let us know how it goes or if you run into any issues along the way. We're here to help!

How do I activate my mobile phone or tablet with Xfinity Mobile and NOW Mobile?

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please mark as Best Answer.tick

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20 days ago

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user_08pits

Visitor

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2 Messages

14 hours ago

Hello has this gotten resolved?  Support chat has tried troubleshooting this with multiple time but couldn't fix it.  They advised me to go in person to a store to help troubleshoot more.  I went in person and for 2 hours they troubleshoot it and couldn't fix this. They said my only options were to take it to a repair shot to fix it, which i dont see why because it worked perfectly fine before i switched to Xfinity or to upgrade to a new phone. 

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