Xfinity Mobile Stuck on “Ready for Setup” Despite Successful eSIM Activation and Number Port — Multiple Support Contacts, No Resolution

Hi,

I am posting here out of frustration after multiple unsuccessful attempts to resolve what appears to be a backend activation or account provisioning issue with Xfinity Mobile.

I recently switched from Verizon to Xfinity Mobile, transferring my existing phone number to my Google Pixel 9 Pro Fold using an eSIM.

The number transfer was successful. Both Verizon and Xfinity confirmed that my number was properly ported and that my line was activated. I can make and receive phone calls and text messages without issues.

However, both the Xfinity app and website continue to show my device as "Ready for Setup", instructing me to insert a physical SIM card and transfer my number, even though I am already using an activated eSIM.

This is not simply a mobile app glitch. The incorrect activation status appears across Xfinity's account management systems.

Multiple support contacts, zero progress

I have contacted Xfinity support at least five times about this issue.

Each time, I have explained that my phone is already activated and working. Despite this, I have repeatedly been taken through basic troubleshooting steps that do not address the actual problem.

During one of these interactions, an Xfinity representative even told me that the only way to resolve the issue was to activate an additional line for my smartwatch.

I followed their instructions, trusting that the representative knew what they were doing.

The result? I am now paying an additional $10 per month for a smartwatch line, and the original problem remains completely unresolved.

During my most recent support interaction, I explicitly requested escalation to Tier II support or the backend provisioning team. I explained that this appeared to be an account synchronization issue and asked them to investigate the activation records, eSIM association, and any pending activation orders.

I was assured that the problem would be resolved within a couple of days.

Several days have passed, and absolutely nothing has changed.

This is clearly not an isolated incident

While researching this issue, I found other Xfinity customers describing nearly identical situations, including successful transfers from Verizon where the phone works perfectly but the app and website remain stuck on "Ready for Setup."

Some of these reports date back several years, and others are very recent. Xfinity representatives have even acknowledged possible backend provisioning or synchronization discrepancies in similar cases.

It is concerning that this appears to be a recurring issue without a clear resolution process for affected customers.

What I am asking Xfinity to do

1. Escalate this case to a team that can actually investigate and correct backend provisioning and account activation records.

2. Verify that my completed number transfer and active eSIM are correctly associated with my account.

3. Resolve the incorrect "Ready for Setup" status on both the website and mobile app.

4. Review the additional smartwatch line that I was instructed to activate and reimburse any unnecessary charges resulting from that advice.

5. Confirm that this activation issue will not interfere with my billing, promotional discounts, device upgrades, or trade-in eligibility.

6. Provide a formal escalation ticket number, a realistic resolution timeframe, and meaningful follow-up.

My frustration

I transferred three mobile lines to Xfinity expecting a straightforward transition. Instead, I have spent considerable time contacting support, explaining the same issue repeatedly, following conflicting instructions, and being assured that a resolution was coming.

To make matters worse, one of those support interactions resulted in additional recurring charges without fixing anything.

I should not have to contact support five or more times, pay for an additional service I did not originally need, and then turn to a public forum just to get an already activated phone properly reflected in my account.

I understand that technical problems happen. What is unacceptable is the lack of ownership, the repeated assurances without results, and the apparent inability to escalate this to someone empowered to fix it.

I am not asking for another generic activation guide, another eSIM installation, or another promise to wait 48 hours.

I am asking Xfinity to take ownership of this issue, correct its account records, address the unnecessary charges, and provide an actual resolution.

If anyone else has experienced this problem and managed to get it resolved, I would appreciate hearing what finally worked.

I would also appreciate an official Xfinity representative reaching out to initiate a proper escalation rather than restarting the same troubleshooting process.

Thank you.