CCJessie1's profile

Retired Employee

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5.9K Messages

Tuesday, September 20th, 2022 7:52 PM

Closed

Activating iPhones in SOS Mode

We’re aware some customers are having difficulty activating or using their new iPhone 14, iPhone 13, or iPhone SE 3rd generation. If you have one of these devices and you’re seeing “SOS” in the status bar on your device, you may need to set up your eSIM to get your device to function properly. To do so, follow these steps:

 

  1. Ensure your device has been activated.
    1. If you’re activating a new iPhone 13, 14 or SE (third generation), you should have received a push notification titled “Carrier Cellular Plan Ready to Be Installed” once the activation completed.
      1. If you haven’t received this push notification, it may mean that the activation hasn’t finished yet. Normally it takes approximately 10 minutes to receive the push notification but may take as long as 30 minutes.
      2. If you didn’t receive or don’t recall receiving this push notification, you can try to install the Carrier Cellular Plan manually, using the following steps.

 

  1. Install the Carrier Cellular Plan manually:
    1. On your device, go to Settings and tap “Carrier Cellular Plan Ready to be Installed”.
    2. Then click “Continue” (at the bottom of the screen); the eSIM should now download and install.
    3. Once the eSIM is installed, you’ll need to reset the Network Settings on your device.

 

  1. Reset the Network Settings:
    1. On your device, go to Settings, then General, then Transfer or Reset Device, then Reset, and finally Reset Network Settings.
    2. Once you reset the network setting, you’ll need to restart your device.

 

  1. Restart your device by turning if off and then on.
    1. Your device should start up in roughly five minutes.

 

In most cases, performing the steps as outlined above will force your device to exit SOS mode and begin functioning normally. If this doesn’t work, please perform the steps above one more time.

 

If these steps still don’t activate your device, it may be due to some other issue. For assistance, please reach out to our Xfinity Mobile team directly by chatting with us at comca.st/3hxnpaZ or texting or calling (888) 936-4968. (Due to account security concerns, we’re unable to perform any device or account specific requests here.)

 

You can also find more information on eSIM, including setting up an eSIM on iPhone, in Apple Support at About eSIM on iPhone.

 

Visitor

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5 Messages

2 years ago

I switched to Verizon earlier this week. Stopped by their store, was in and out in 20 minutes with a working phone number. Twenty minutes !!!!! Xfinity has no hope of catching up. 

Visitor

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1 Message

2 years ago

Hi,

I had same issue and after activation my phone  was working fine for a week and then went to SOS by itself. So, I have checked the setting phone and seen it backed to activation mode again. So, the only thing I did was I have connected the phone to internet and active the Esim again and it worked. Now, that SOS mode gone and I got antenna. FYI

Visitor

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4 Messages

2 years ago

Xfinity…where’s the fix? Where’s the accountability? What are you going to do to keep us with you? You are not the only game in town. 

Visitor

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1 Message

2 years ago

For the last 5 days I am not able to connect to Xfinity cellular network. I’m ready to give up on Xfinity all together and will go to other service providers. I have never received this pathetic service in the last 7-8 years. 

Visitor

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2 Messages

@user_c3c1e5​, it’s been 13 days since I’ve order a phone from and they still can’t get my number ported over. Every time I say I want to cancel, they give me a glimpse of hope that they got it figured out and they never do. So it’s my time to leave, f ‘em.

Visitor

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2 Messages

2 years ago

Suggested fixes have not worked on my 2 new iPhone 13, transferring to advanced team still results in a super long hold that went past your business hours without informing me you had closed and weren’t going to answer…despite the tech “confirming” with advanced that they were ready for me

Visitor

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1 Message

2 years ago

Absolutely horrible service from Xfinity Mobile. I just keep getting put on hold. I am contacting Verizon and switching providers. The process of activating a new phone should not be this difficult.

Official Employee

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869 Messages

@user_850d66​ 

 

I just moved my cell phone from  Tmobile to Xfinity right from the Xfinity store, it was very simple, I just had to log in to my mobile account and complete some  steps that the in-store agent walked me through.  If that is not an option for you, please reach out to our mobile colleges via :

 

 

 

 

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

Visitor

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2 Messages

2 years ago

So after 16 hours without phone service today trips to different stores, back-and-forth with support via phone and chat escalating to tier 2 and tier 3 support I finally figured out how to fix this issue on my own might I add! I created a new activation by selecting my device as a swap. I copied the number under the “Available Sim”section from settings> general>about>and scroll all the way down you should see available sim mine read IMEI, and then the number two next to it enter that number as the IMEI and then you’ll get a pop up on your phone that says activate Esim this must be done on Wi-Fi. I wish you all the best of luck. I’ve had enough headache with this issue today. Definitely deserve a month of free service after this disaster! Lol 

Visitor

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2 Messages

@user_82500e​ were you already an XM customer? My complication is that I’m porting numbers from Verizon.  and the new devices (bought through XM) say my device isn’t eligible when checking the compatibility via imei. Which is ludicrous because it’s literally their device. Finally got handed off to an “activation specialist” who was American and while she was investigating put me on her own hold and it hung up after an hour. #ghosted

(edited)

Visitor

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2 Messages

@Gator123​ yes existing customer. Sorry to hear that! I hope it works out for you! I used to do tech support for sprint years and sometimes entering the Meid instead worked which is literally taking off the last digit of the IMEI worth a shot. 

Visitor

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4 Messages

@user_82500e​ This worked! Thank you! After a week of getting nowhere, suddenly a welcome and anti-climactic end to the saga. You’re a saint. 

Visitor

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1 Message

2 years ago

I have done all of this and still getting nowhere. Is there another option like getting a physical SIM?

Problem Solver

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785 Messages

You may reach our super smart Xfinity Mobile team directly for the best assistance using any of the below methods.

SMS Text Message: 1 (888) 936-4968

Phone: 1 (888) 936-4968

Chat: https://comca.st/3yqpQnW

I no longer work for Comcast.

Visitor

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1 Message

2 years ago

Got my 14 pro max two weeks ago. I can't even get the thing to activated. It says "It takes a few moments to activate" then says "SIM not supported" and after 7 reps last week and 4 hours of conversation today. I have nothing. I'm on hold and about to cancel at this point. It's almost been a month and I've spent more time on the phone with Xfinity than having a working phone. Back to Verizon it is. It may be more money but I mean. I had a working phone

Problem Solver

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492 Messages

Hello @user_8a6af0, thank you so much for reaching out to us! We want to make sure that you get help with your new phone. We'd love to help, but we don't have access to XFINITY Mobile accounts via social media, I do apologize. We would suggest contacting our Mobile experts via one of the following methods:

 

• SMS Text Message: 1 (888) 936-4968
• Phone: 1 (888) 936-4968
• Chat:  https://comca.st/3efI4BD

 

I'm confident that one of our Xfinity Mobile agents will be able to help! Please let us know if you have any additional questions! 

I no longer work for Comcast.

Official Employee

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263 Messages

@user_8a6af0​  you might need to delete your Verizon esim/profile and then download the esim from xfinity. 

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

Visitor

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2 Messages

2 years ago

I'm having the same issue as everyone else xfinity said theyd be able to port my phone over from t-mobile. I've been stuck in SOS 3days now and have no way to use my phone. they keep telling me its activated but its not this whole ordeal is a nightmare and unless they solve today im going elsewhere 

Visitor

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2 Messages

@user_c9cf9c112​ you need to go to the Xfinity store. They fixed mine in two seconds. It was a bit of a wait but after not having cell service for 24 hours I was ready to wait as long as I had to wear it. Amazing it’s not their fault really it’s just a glitch and iPhone thinks they’re so smart making these phones where they don’t have a Sim there and it’s different makes it difficult to do go to the Xfinity store it will be resolved..

Visitor

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2 Messages

2 years ago

Its been 3days now ive been stuck in SOS mode. Xfinity keeps telling me the phone is activated but it is not, our else i would not be on here. They refuse to resolve the issue and continue to pass me on to someone else. I have no phone service or working phone because of them. 

Official Employee

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263 Messages

@user_c9cf9c112​ what type of phone are you using?  If it’s esim capable have you downloaded the esim profile?  If you login to xfinity mobile.com do you see your device as active? 

In ios 16 SOS means no service found - either no SIM card or esim found.  

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

New Poster

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5 Messages

2 years ago

THIS WORKED FOR ME: 

After being on the phone with comcast for over 5 hours over the SOS mess and then BEING HUNG UP ON, this is what I finally did that worked:

1. Completely erase your iphone and Start from scratch.  Go to  Settings - General- Transfer or Reset iphone.  Click on ERASE ALL CONTENT AND SETTINGS. DO NOT CHOOSE THE KEEP eSim OPTION!!! SET IT COMPLETELY BACK TO FACTORY SETTINGS.  Then restart the phone and login to wifi.  Do not set up anything on your phone yet, just wifi.

2.Go to the xfinitymobile.com/activate site (My phone number was already ported over to Comcast from AT&T and was showing as activated on xfinitymobile.com/activate. ) If you don't see your number activated here, you need to work on this first by calling Comcast.

3.Then click on devices and scroll down to ESIM Download and help then click on ESim details, then click on Get New eSim. Mine would not autogenerate the push message so in my case what worked was generating the esim download manually with the camera on the QR code. 

Once my phone showed LTE up in the top right instead of SOS I rebooted, made sure I did not receive the dreaded SOS again and then tested a phone call - WAHOO I at least had my cell number working. 

Then I went  back into settings general - transfer or reset iphone, but this time after I again chose transfer or reset BUT on the next screen it allowed me to erase everything but keep my esim and phone number on the phone.  

Reboot, recheck that you still have phone service, log back into wifi which will have been erased and then restart your old phone near the new phone to do a direct data and app transfer from your old iphone to your new iphone.  The LTE in the top right disappeared and it showed 5G and the cellular bars at this point.

Good luck, I hope this works for everyone else, and I have a message for Comcast:

SHAME ON YOU

Shame on you for not posting a method on this site that works for your customers.

Shame on you for training your CSR's so poorly that they are hanging up on customers because they have no idea how to fix the problem.  

And shame on you for not having consequences for Customer Service Reps that treat your customers like this when people are so reliant on their phones.  My child has medical issues and I absolutely can not be without a phone and yet all of these messages from suffering customers?!  It's downright disgusting.

Visitor

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1 Message

@jusmeamom​ 

This worked! Thank you for taking the time to write it out in user friendly detail. I did get hung up on by Xfinity. Your help was the best. Thank you 

Visitor

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2 Messages

2 years ago

Thank you to the last poster. I’m dealing with this and the help I’ve been able to get is minimal and not helping. 

New Poster

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5 Messages

@user_5c3592​ you are welcome I hope it works for you. Also, after I was able to get my phone working the next problem was I did not have a voicemail set up. Unbelievably I called Comcast again and was boosted to level 3. I waited on the line for over 1.5 HOURS again!!  While waiting I figured it out myself and then tried to teach the level 2 tech. I had no option for a voicemail setup, rebooting did not help but what did was going into General- transfer or reset- and then resetting ONLY the network settings- DO NOT WIPE THE PHONE- just reset network settings- reboot and this prompted the VM setup option, I think I may have also found and set the VM pin prior to resetting the network settings. You will have to put in your wifi password as well. It’s been a few days but I believe those were the additional steps I took to get the missing voicemail up and running. 

Problem Solver

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497 Messages

Hi, @

Please DM me if you need help and I will assist you. 

I no longer work for Comcast.

Visitor

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5 Messages

I need help have been on phone for hours the chat makes it worse

Official Employee

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754 Messages

Hi @user_f47cbf, I’m sorry to hear that you've spent so much time on the phone and through chat support without a resolution for your mobile services. We are happy to check into this further with you!

Please send our team a direct message with your full name and full address so that we can assist you further. 

To send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer 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 which 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

 

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

Visitor

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4 Messages

2 years ago

iPhone SE 3rd generation. Can it be activated with esim?

New Poster

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5 Messages

@gk9999999​ yes - the specs say it is dual sim. Nano-Sim and eSim

Visitor

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4 Messages

@jusmeamom​ I just got over the phone with customer service and they are saying they cannot activate esim on iPhone SEs. Only supported phones are iPhone XR and above. I also told them it’s 3rd generation.

Visitor

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4 Messages

2 years ago

What should I do? Customer service is not activating esim on my iPhone SE 3rd generation? They are saying iPhone SE 3rd generation is not compatible

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