Retired Employee
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5.9K Messages
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:
- Ensure your device has been activated.
- 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.
- 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.
- 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.
- 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.
- Install the Carrier Cellular Plan manually:
- On your device, go to Settings and tap “Carrier Cellular Plan Ready to be Installed”.
- Then click “Continue” (at the bottom of the screen); the eSIM should now download and install.
- Once the eSIM is installed, you’ll need to reset the Network Settings on your device.
- Reset the Network Settings:
- On your device, go to Settings, then General, then Transfer or Reset Device, then Reset, and finally Reset Network Settings.
- Once you reset the network setting, you’ll need to restart your device.
- Restart your device by turning if off and then on.
- 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.
jusmeamom
New Poster
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5 Messages
2 years ago
You can order a physical sim, or transfer it from your current phone if it is also a nano and you are already on xfinity mobile.
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user_3586d5
Visitor
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1 Message
2 years ago
All of our phones were working fine and then bam SOS mode! No one is helping with anything! It’s more than just the IPhone models they have listed as well! We have 13, 11, 2 SE 2020 and a Samsung Galaxy that all worked fine until today! ALL of them got kicked into SOS! We did everything we were told to do with resetting the network, etc. and nothing has helped! We’re gonna have to switch back to our other carrier!
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user_5bfc0e
Visitor
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3 Messages
2 years ago
I'm having the same issue,
after spending 4+ hours, chatting with 4 agents
and I’m ready to give up on them all together and go to AT&T
does anyone able to upgrade from iphone11 to 14pro max? I can't believe it's apple limitation
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user_69666
Visitor
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1 Message
2 years ago
This worked for us:
Make sure your new device is directly connected to your Wifi
Sign in to your Xfinity account from your computer and go to your devices.
Click on your device and select eSIM download & help
Follow the prompts to download a new eSIM
A notification to download the new eSIM will pop up on your new phone.
Click on it and follow the prompts.
Once new eSIM is downloaded to your new device go to Settings>General>Transfer or Reset iPhone>Reset>Reset Network Settings
We then power off the phone, powered back on and it was connected.
Good luck!
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user_d31d9c
Visitor
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1 Message
2 years ago
I also agree on not getting the issue fixed and the endless amounting of waiting. It has been 1 week and I still have an iPhone 14 pro max sitting and not activated. I’ve called multiple times and only get the runaround to a person that is barely audible.
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user_0a54f8
Visitor
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2 Messages
2 years ago
I was having an issue receiving text messages from my credit card company. I called in an agent and was told to reset my network settings. I did that, and now I am stuck in SOS mode. When my phone restarted, my lock screen was saying “wait to be activated”. Then after a few minutes, my Lock Screen says “phone is unable to be activated”. When I texted with an agent, he made me go through the entire process again, remove my Sim card, reset network settings, turn my phone off and on again, and SURPRISE, it still doesn’t work. There is something on Xfinity‘s end that is just not working with our phones. It’s awesome that I’m paying for a phone that I can’t use
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user_c95468
Visitor
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1 Message
2 years ago
So [Edited: "Inflammatory"] are telling me that I need to wait 24 hours because I can activate my phone smh and guess what its stuck in SOS MODE
(edited)
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user_593625
Visitor
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1 Message
2 years ago
My phone has been in sos mode for 24 hours. and I have been on the phone for at least two hours, I can not use my phone. Horrible service!
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Allen355
Visitor
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7 Messages
2 years ago
its been 24 hours and my iphone 14 is still not active. Contacted customer support via phone and get router to foreign people who are unable to help.
Live Chat on the website is a complete and total joke..
I gave them my full name and last 4 of my card that I purchased the phone with and they came back and provided me with the wrong phone and wrong phone number..
These guys do not have a clue
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user_steph18
Visitor
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3 Messages
2 years ago
I just received this phone a few days ago and it haven’t been activated since! No one from xfinity can’t help me and it’s sad. I wish i would have known ppl was having problems with this service before i joined. I will be returning the phone and staying with my current service provider. Thanks for wasting my time xfinity :) how you not help activate a phone provided by you ? Pathetic
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Allen355
Visitor
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7 Messages
2 years ago
Xfinity's Support is completely and utterly useless.
I called for support after support hung up on me and NEVER called me back..
I asked for someone in the US.. They said they cant connect me with someone in the US.
They said they dont have a phone number of anyone in the US.
She suggest calling back the phone number and hope that I get connected to someone in the US next time.
IESHA is completely worthless and should not have a job.
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user_b6b7a8
Visitor
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1 Message
2 years ago
This FIX WORKED ON 2 iPHONE 14 PROS—after being stuck on SOS mode for about 48 hours...
STEP 1: ON YOUR COMPUTER
1. On your PC or Mac, go to https://www.xfinity.com/mobile/my-account/ and sign in
2. Go to the "Devices" tab
3. Select the device
4. Scroll down to the "eSIM download and help" section and click on "eSIM details"
5. First, make sure that your iPhone is connected to WiFi otherwise, you will NOT receive the eSIM notification. Then, on the webpage on your PC or Mac, click on "Get a new eSIM"
STEP 2: ON YOUR iPHONE
1. Tap the eSIM notification that pops up (if you don't see it, wait a little bit.)
2. Activate eSIM and wait
3. CRITICAL: It'll ask you to choose your default line; make sure to select "Secondary" (or "Travel," "Personal," "Business") NEVER "Primary."
4. Keep selecting "Secondary" on every other step after that.
Selecting Secondary will replace your Primary line (meaning the old line) with your new Xfinity Mobile line. It sounds counterintuitive, but you HAVE to select Secondary for your phone's network to function.
I was going crazy, and this fixed it on two iPhone 14 Pros.
Hopefully, this will help you!!!! ☀️
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user_90707c
Visitor
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1 Message
2 years ago
This is by far the most horrible mobile service I ever experienced in my life the phones They shipping out are trash I highly wouldn’t recommend I got a cell phone from them on the 22nd of November and it’s still not working you take to the Xfinity store they tell you they can’t help you take it to Apple Store this is a garbage service 0/10
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user_10d9f5
Visitor
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4 Messages
2 years ago
I have been on hold with the xfinity mobile help line forever. This is horrible customer service when getting a new phone. I can't believe a big company like yourself has not put the time and effort into fixing this issue, like the other large carriers have, to allow for a quick and automated cellular service transfer from one iPhone to another. OMG
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user_c64730
Visitor
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1 Message
2 years ago
Why Xfinity promoting and selling their phone service when it is not working. Make no sense. I recently switch from t mobile to Xfinity, then stuck with this stupid SOS that no one in the store or online can fix. This company is a scam
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