Visitor
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1 Message
No phone or text to service
Hello, my name is David [Edited: "Personal Information"]
Since early this morning I haven't had any regular cell phone or text service. My phone number is [Edited: "Personal Information"]. I have tried turning on and off the phone transferring the chip to my old phone and back again. The results are the same on either phone. There is a message that the mobile network is not working and that I should use a Wi-Fi network. But the phone is showing that the Wi-Fi network is working but the same message comes up that the mobile network is not working and that I should use a Wi-Fi network.
XfinityChristy
Official Employee
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2.5K Messages
17 days ago
'm happy to help you troubleshoot this right away.
It sounds like you've already taken the excellent steps of restarting your device and testing the SIM card in a different phone, which confirms the issue is likely with the network connection or your account provisioning, rather than your specific handset. To get started, please send me a direct message with your full name and service address.
Once I have that information, I can securely access your account and start investigating the issue with your mobile network.
To send a "Direct Message":
Click "Sign In" if necessary
Click the "Direct Messaging" icon at the top of the page (it looks like a text bubble)
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
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