I am beyond frustrated with the process of connecting my wife’s new apple watch to xfinity mobile.  I go through the pairing process and when adding cellular service get a message from xfinity saying "Uh-oh! something went wrong. We ran into a problem during the activation process and your information was not saved.  Please restart activation.  If this problem persists, contact customer support" I received the attached email pic telling me that we cancelled adding the Watch(?)

Well I've tried multiple times and the “Uh oh” problem persists.  I called customer support early in the afternoon and we tried un pairing, erasing, and re pairing my watch.  This did not work.  At this point the call was lost and I had to start again.  The new support person could not pickup where we left off, so again we tried the unpair/re-pairing again and it did not work.  At this point I had been on for almost three hours and the rep decided it was Apples problem.  I was transferred to Apple, Apple explained the phone was paired correctly and if the cellular service was not working it was an Xfinity issue.  In fact they person mentioned that it isn't the first time they have dealt with this issue with an Xfinity user.  It was 10 pm so I decided to go to bed and try again in the morning.

Today we went through the same process for an hour with Xfinity.  The reps, while very nice, had little to no idea what they are doing. Reading from a flow chart, they asked me to repeat the same process every other rep asked me to do: Unpair, Reset Network Settings, RePair, try to activate. After about the 7th separate time I was told to do this, I refused.  It wasn’t fixing the issue. I explained this multiple times and was put on hold.   I was then told the issue was that I bought the watch directly from Apple and not Xfinity. That only Apple watches purchased from XFinity could use their cellular. I almost lost my mind. I mentioned the whole “Bring your own Apple Watch” section of advertising and information from Xfinity… “Please hold” After ANOTHER long period, I was again escalated to another rep. I don’t know where the reps are based, but most have pretty thick accents that make the discussion difficult. They try, but I have not been impressed by anyones ability to actually SOLVE this problem. Over half of this paragraph I copied from another customer’s experience over a year ago. Same exact experience… which doesn’t bode well. It might be time to revisit Verizon, they might have been expensive but I never had issues that couldn’t be quickly resolved there…

I just need my wife’s cellular capable

Apple watch to be added to our account.