Visitor
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13 Messages
Could not get my phone activated for 17 days.
Short version: System stuck in ‘activation in process’ for two weeks+.
Long version:
I responded to a promo to get discount on Internet and free Samsung phone when I bring my number but I had problems with this phone and was asked by agent to swap Samsung phone to iPhone.
I was assured that I can use the same number but when I tried to activate my iPhone on Aug 31 I get an error.
I contacted to Xfinity and was informed that I cannot activate this number because it was already activated with Samsung.
I was told that it was misunderstanding but I clearly explained to previous agent that I cannot bring new number to activate second phone.
So I ported out my number and returned Samsung. But I still cannot activate my iPhone because system stuck in erroneous activation process.
It is showing that activation in process. It is already more than two weeks in this stage. I contacted to Xfinity more than a week ago (chat id is: 18672686750939460) and was asked to wait another 7 days.
I waited another 8 days but it is still at the same stage. I contacted Xfinity again. This time after I explained everything agent didn’t wrote anything for more than 3 hours. I called and was contacted to ‘Advance team’. Agent said that he will help me and my phone will be active in 24 hours. After 24 hours nothing happened again.
I already contacted to Xfinity about 10 times. I really don't know what to do.
It looks like Xfinity have glitch in their software and nobody knows how to fix it.
CCChe
Official Employee
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6.9K Messages
3 years ago
Hello @user_9f2870, and thank you for posting and sharing your experience here on the Xfinity Community Forum. I can understand how frustrating this must be. Unfortunately, I don't have the ability to help resolved this as we don't have access to Xfinity Mobile systems. However, I would be happy to see if I can get you connected with someone in the Xfinity Mobile department who can better assist you. Please send a direct message with your name and service address to "Xfinity Support" by clicking on the "Direct Messaging" chat icon in the top right corner of the page, then click on the pen and pad icon and enter "Xfinity Support" in the "To" section of the chat.
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user_9f2870
Visitor
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13 Messages
3 years ago
Update:
I called to Xfinity on Friday September 16. I took 30 min to transfer me to advance team and another 30 min on phone with advance team. Agent tried to do something at last he said he needs 15 min and he didn't want me to wait on phone and he will call me back. Today is Monday September 19. He didn't call me back. So now it's almost three weeks I couldn't get my phone activated.
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user_9f2870
Visitor
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13 Messages
3 years ago
Update2:
I called Xfinity again on Monday September 19 in the morning.
After an hour+ conversation I was told that I cannot activate this number at all, because it is still in system.
Agent said she will call me back in an hour to get another phone number information but she never did.
I've got another number and called Xfinity on Monday around 3pm. Another agent have put new phone number in system and said it will be activated by 6:20pm.
She also promise me to call me back to verify that this time my new number will be activated.
Not a surprise it was not activated on Monday. Surprisingly this agent did call me back. One out of three agents that promise me call back finally did it.
She said that I need to wait 24 business hours.
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user_9f2870
Visitor
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13 Messages
3 years ago
How long does it takes to update website?
After 24 hours my account is still showing that my iPhone is not activated.
On a website there is a message that activation is not compete
and "Looks like we ran into an issue with activating your device. Give us a call at (888) 936-4968 and we'll get it worked out".
As well I was charged monthly payment for the device while it should be free if I activate it in 30 days.
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NewlyUnimpressed
Visitor
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2 Messages
3 years ago
Sadly my experience in begging to mimic yours. First phone was late from expected ship date, now trying to activate they are saying wait 7-10 days because activation stuck in the system,, they said the activation was on 9/20, I didn't even get the phone until 9/21, I didn't have the port information until 9/21, so I still don't know how its possible that the port request was submitted on 9/20 as xfinity is claiming. I have now spend over ten hours with support and have no progress.
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user_36f2d3
Visitor
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1 Message
3 years ago
I have a similar issue and have been working with Xfinity Mobile for 2 weeks and it's still not resolved. I don't see an option to send Xfinity a Direct Message per their instructions. See attached a screenshot of my Xfinity Forums. Where is the Direct Message option that is supposed to be in the upper right hand corner? I was able to send them a Canned Message though I don't know if that's the same as a Direct Message.
I bought a new iPhone XS from Xfinity Mobile in 2018. I paid it off and then on 9/20/2022, I upgraded to the iPhone 14 Pro which I bought directly from Xfinity Mobile. Now I'm trying to add my iPhone XS back to my account as BYOD to transfer it to my daughter and it's stuck in Xfinity limbo and so far can't be activated. After multiple calls and chats, I visited the Xfinity store on 9/29/2022 and they added a new SIM card to the iPhone XS. I was told my phone should be activated in 72 hours. It's been 5 days and is still not activated. I plan to return to the Xfinity store on 10/4/2022 (again) though I don't feel optimistic. Why is it so hard to transfer a number to an iPhone that I bought from Xfinity Mobile?
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user_3bb5f8
Visitor
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2 Messages
3 years ago
I am in the same boat.. Purchased an unlocked iPhone 14 Pro, have been trying to activate it with the same Xfinity Mobile number for 3 weeks now. Hours and hours on the phone with polite but helpless agents.. and still nothing. One of them managed to assign my old number to my new phone, so at least my phone is working now with my old number, but this new phone has the wrong phone number assigned on my account and my husband's phone shows inactive status (even though it's working with his old number).
What a joke..
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user_0cbe36
Visitor
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2 Messages
3 years ago
This thread makes me very nervous.... I'm starting on this same journey. Phone stick on activation, told multiple times to wait.
I want to return the phone but they won't let me because it's stock in activation.
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user_9f2870
Visitor
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13 Messages
2 years ago
Well, this is not ends of a story.
In my last statement 'Promo Device Credit' has disappeared.
I contacted to Xfinity Mobile customer service again.
Agent 'Chris' pulled out my account and said that I'm not eligible for credit because I activated my phone outside 30 days window.
He actually said that I placed order on August 26 and activated my phone on September 23.
Apparently he is not very good at math.
Luckily he transferred me to escalation team and other person can do math and confirmed that I am eligible for this promotion and admitted that system has a glitch.
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