Phone stuck indefinitely on "Searching for networks" — SIM swap, eSIM, and resets didn't help. 3 Days No Service

My Galaxy Note Ultra 5G lost connection to the Xfinity/Verizon network Friday around noon with no warning. Since then I've:

Troubleshooting with 2 different phone/customer service agents
Replaced the physical SIM
Tried an eSIM in an Xfinity store (agent couldn't resolve it)
Reset network settings multiple times

None of this helped. When I manually try to select a network operator, it hangs indefinitely on "Searching for networks" and never populates a list. Wi-Fi Calling, which worked fine before the store visit, now also hangs indefinitely when I try to turn it on.

Since both actions depend on the network validating my line and neither can complete, this looks like a registration/provisioning problem on the account side, not the SIM or device. Phone support hasn't been able to explain why this happened or get it fixed.

Has anyone else hit this, and if so, what worked?

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XfinityDilary

Official Employee

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3.6K Messages

11 days ago

longtimecustomer39. Thank you for providing a detailed breakdown of the issue and everything you've already tried. I can certainly understand how frustrating this must be, especially after replacing the SIM, attempting an eSIM activation, and working with both phone and store support without resolution. Based on the symptoms you've described, particularly the inability to detect available network operators and WiFi Calling failing to activate, it does sound like the issue may extend beyond the device itself and require further investigation into the line provisioning or network registration on the account. We'd like to take a closer look, review the status of the line, and any existing tickets. Could you please send our team a Direct Message with your name and service address? Our team can take a further look at this issue.

To send a Direct Message:

Click "Sign In" if necessary

• Click the "Direct Messaging chat" icon

• 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

For an example of how to send us a direct message, check out this link:

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

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longtimecustomer39

Phone stuck indefinitely on "Searching for networks" — SIM swap, eSIM, and resets didn't help. 3 Days No Service

XfinityDilary

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