Visitor
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7 Messages
Apple Watch Activation Issues
Apple Watch Activation issue
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.
user_127c3c
Visitor
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6 Messages
2 years ago
I am having the exact same issue with activating a Series 8….getting the canceled line email as well. Did you get any resolution yet? Xfinity support has been no help.
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user_127c3c
Visitor
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6 Messages
2 years ago
I was on the phone with advanced tech support today for two hours…not counting being on hold 50 minutes initially to even speak to them. My watch is still not activated. They want me know to go the a Xfinity store to see if they can activate it…I have no store near me. I am so frustrated! I am going to spend my night to research other carriers to move to as I cannot waste anymore of my valuable time on this.
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user_f15afe
Visitor
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13 Messages
2 years ago
So I bought the Apple Watch 8. Couldn't activate it. Got stuck on step 4 like everyone else. Sometimes it wouldn't even go that far. Three tech support calls and a trip to the store. All useless. They had me reinstall, re-pair, update, and wipe it out. Basically all the stuff most people already know to do. I finally tried another Series 8 and went right to the Xfinity store to let them activate it. They contacted someone on the network and I was finally told that their network does not support the series 8 yet, but that a series 7 would work. Guess what, it didn't. Third watch, two visits to the store, and now on my fourth call to tech support, I am told that Xfinity does not support Apple watches that are not purchased directly from them. Never heard that before and if it is true, then why did it take 2 visits to the store and four tech support calls to find this out? Either way, Xfinity has failed miserably. I know I won't get this to work and unless God comes down and tells me that it is possible, I will never believe any tech support rep. The real takeaway here is that Xfinity needs to fix this. If they can't, then don't advertise support for the Apple Watch on the network. This causes a lot of disgruntled customers when they are on hold for hours and after weeks, they still have no solution. Treat your customers a little better Xfinity. After all, they really are your bread and butter. As for anyone else, I would advise to skip Xfinity altogether if you want a cellular Apple Watch. You will spare yourself a lot of needless pain when you finally realize that tech support can't help you and Xfinity can't help you.
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user_f15afe
Visitor
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13 Messages
2 years ago
Update: By the way, I just saw on the Xfinity website where you can bring your own Apple Watch and activate on Xfinity. This means that once again, the tech support rep told me another lie as she told me that you can't bring your own Apple Watch and suggesting that was why my watch would not activate. I believe I have been lied to by all of them. They use these excuses to get rid of people because they don't know what is wrong. So either they are liars or incompetent or both. The Xfinity reps come on here and answer complaints just trying to do damage control. Problem is, they look stupid too! When someone says that they are not getting the right support from Xfinity, they direct them to tech support again. Hello! Why would you keep trying an ineffective solution?
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user_fa9dca
Visitor
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7 Messages
2 years ago
I had the same issue with telling me that the reason it couldn’t activate was that I didn’t buy it directly from Xfinity. I had to read them their own advertisement. To be fair, only two of the CSRs tried to tell me that, but that was after putting me on hold and supposedly consulting their peers - which means there’s a lot of them that think that.
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user_b878a6
Visitor
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1 Message
2 years ago
I had an Apple Watch 5 I bought from apple and switched to xfinity .. worked great . Just got the new watch and I can’t get past step 1 . Got to 4/4 once .. but nope! Went in today to xfinity and they said it’s an issue with apple … hummmm .. pretty bummed about all of it . I’m going to reach out to Apple tomorrow.. but after reading this I’m wondering if that is the issue
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user_f15afe
Visitor
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13 Messages
2 years ago
I finally decided to buy the Apple watch directly from Xfinity. If I can’t activate it, then they will do it in store. The salesman said the problem is when people bring watches from another vendor. Some additional numbers then have to be added to system. Apparently that is not the case with a watch purchased from Xfinity. I don’t think many Xfinity employees know this. I am keeping my WiFi only watch until the new watch comes. If there is any problem with activation, I will return the watch to Xfinity. If it works, I guess I’ll have to buy all future watches from Xfinity because the last two other watches bought from Apple would not activate on Xfinity.
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user_fa9dca
Visitor
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7 Messages
2 years ago
The really sad part is that people were having this exact issue over a year ago - and Xfinity still hasn’t figured out how to effectivelymitigate this problem…
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Cindy-deavila
New Poster
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2 Messages
2 years ago
I am having the same issues with my new iwatch 8. Also I am being charged for it and it’s still not active. I was told that Xfinity has not built the program yet to run the new iwatch 8. I am so over this, my second appointment is tomorrow.
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