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user_wf1pl1
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Friday, October 31st, 2025 3:38 PM

Assistance Needed with eSIM Activation Issue on Xfinity Mobile

Dear Comcast Xfinity Mobile Support Team,

I recently transferred my phone service, including my number, from T-Mobile to Xfinity Mobile. Since the transfer, I have been experiencing an issue with activating the eSIM on my iPhone. 

Here are the details and actions performed so far:

  • I have the SOS indicator displayed at the top right corner of my screen.

  • My phone is compatible with Xfinity Mobile.

  • I have updated my iPhone to the latest iOS version (26.0.1, build 23A355).

  • The physical SIM card has been removed.

  • I have followed all the activation steps as outlined on your support page advised by the chat agents: https://www.xfinity.com/support/articles/how-to-activate-phone

  • When attempting to activate the eSIM, I receive the message: "This eSIM is not supported with this iPhone. Contact your Carrier for more information."

  • I have reset the network settings three times and restarted my phone multiple times.

  • I have engaged with your chat support team three times but the issue remains unresolved.

I am aware that this could be an issue with my phone number (I've had the same number since 2005) or the phone itself. This issue needs to get fixed in the next 24 hours. Either the issue with the eSIM get resolved or the phone gets replaced. I would appreciate your assistance in resolving this issue as soon as possible. Please let me know if there are any additional steps I should take or if this requires further technical support. Please email me the further instructions if more action is needed from my end.

Thank you for your attention to this matter. 

Best regards!

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24 days ago

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XfinityEricB

Official Employee

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2.8K Messages

24 days ago

 

user_wf1pl1 Thanks for reaching out to us for assistance with the eSim issue with you device. We can certainly put in a ticket to have this addressed for you as soon as possible. 

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 (speech bubble)

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

The "To:" line prompts you to "Type the name of a person".

Instead, type "Xfinity Support" there

As you are typing a drop-down list appears. Select "Xfinity Support" from that list

An "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

 

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user_wf1pl1

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@XfinityEricB​ I have an appointment in about 2 hours at the Xfinity store to get this issue resolved. I think I may need to get a physical SIM card for my phone from Xfinity. I dealt with this issue online several times, and I am really frustrated. I have been without a phone since Thursday night, I was unable to make much needed phone calls. I appreciate you reaching out. Thx.

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24 days ago

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XfinityEricB

Official Employee

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2.8K Messages

 

user_wf1pl1 Happy to hear you have an appointment to get this resolved at one of our locations. If you have any other concerns afterwords please let us know. We are always happy to assist. 

 

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 a reply as the Accepted Answer.tick

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24 days ago

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user_wf1pl1

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@XfinityEricB

I sent a direct message to Xfinity support yesterday and didn't get a response.

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24 days ago

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XfinityEricB

Official Employee

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2.8K Messages

I saw the direct message, but it was mainly the same as the public post. As we prefer to keep conversations public unless we need to go to Direct Message in which we prefer you wait until we request one. 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.

 

As the direct message didn't have any account information I needed, I requested the direct message to the public post with the information needed, so others can see that we are able to assist with concerns like yours. That is the main reason we ask that all posts are kept public unless we request a direct message. Then others can see what issue you had, and if possible for us to assist they would know they can also post a similar concern that we can assist them with. I didn't want to go to direct messaging right away given no one would have known publically we will assist. 

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 a reply as the Accepted Answer.tick

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24 days ago

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