Wanted to share my details in case they help someone else.
tl;dr - I have service on my iPhone 14.
When I started, I had an active account and an unlocked iPhone 14 Pro bought directly from Apple.
I followed the process as documented here by @rocky24 - that’s the way it’s supposed to work. However, like many, I got the “something went wrong” error.
Chat couldn’t help and the mobile support number answered “closed”. I suspect they were not closed but reached the maximum of incoming calls. I went to an Xfinity store (they have special unpublished numbers to the mobile support team).
Rep tried to do a device upgrade and got an error saying that there was already an active change order and he couldn’t do anything. He said we would have to wait 24-48 hours for it to “drop off”. I knew from reading elsewhere that this was not true- that error flag will show until someone on the backend manually clears it. I asked him to call support and ask them to clear it.
He called and tried to pass me off to calling the public number (which said closed). I declined and said I wasn’t leaving until this was fixed. He got the “your wait is longer than 20 minutes” message and waited about an hour to get through. The backend support person saw no problem with my account but did see the (apparently false) error the rep had seen. After that was cleared the support person generated a device change order and took the IMEI. I received an email a couple minutes later with the 6 digit code and gave it to him. A couple minutes later I got a “Download eSIM” email and downloaded it. That email contained a QR code.
Next was a step no one had mentioned before. He had me do a network reset and power cycle on the new phone.
Then things proceeded normally. Scanned the QR code and hit Activate. It took like what seemed forever with a spinning disc but completed successfully. Took about 90 minutes to complete from the time I entered the store, maybe 15 minutes after we got support. The emails (which are supposed to be almost instant) each took a while so their system was clearly overloaded.
Note: ABSOLUTELY DO NOT let them try to add a new phone to your line and transfer the old SIM to that. That is what was done to the lady before me and her account got borked with both phones being in limbo. Her rep, who got on with support about 15 minutes earlier than mine, was still on the phone with support when I left the store. (I had told her not to do that at the beginning but she brushed me off).
so - if you go the store route - do not let them tell you they can’t do anything. If they can’t from their system, insist they call support.
Good luck to all.
For Xfinity’s sake I hope they will invest in implementing the quick transfer process. The amount of rep, support and customer time spent on what should be a simple automated process this weekend is probably close to unmeasurable and certainly doesn’t help with customer goodwill. I was prepared to go across the street and port back to Verizon. For now, XM has kept me as a customer.
I have an iPhone 14 Pro Max to pick up later from the Apple Store this evening. I will update later. But what I do know as of now is there are 2 ways of doing this. If you use your old iPhone to setup the new iPhone, you'll have an opportunity to transfer the old physical sim to the eSim of the new iPhone. Basically, eSim is one of the first options to choose after you first turn on the new iPhone and bring it close to your old iPhone. You can check out this video for a visual. https://youtu.be/Ke-RrTzGjD0 . The second way is to log into your Xfinity Mobile account, go to devices, choose your old device and you should see an option to replace device. There is a process you can go through to replace old iPhone with new iPhone. Hope this helps.
Obviously a new iPhone 14 will get an eSIM. We don’t know yet whether a new pre iPhone 14 will have an option to get an eSIM, or come with a new SIM? Let us know what instructions come with new phones.
Thanks for the links. Everything sounds good but is written from the standpoint of moving service to XM not moving existing service to a new phone and changing from SIM to eSIM.
I don’t get my phone until tomorrow so I can test it yet but following those instructions to change from SIM to eSIM on my current phone (which should work) failed. Chatting with support to understand what is supposed to happen and how is frustrating because I get different answers to the same questions. It’s pretty clear they are reading from a script and simply don’t understand that I’m not trying to port in a new line.
I've been working on this for the past 3 hours. The current phone is the iPhone 13 pro max, New phone is the 14 pro max. Xfinity's system starts off by referring to the eSim transfer, but as soon as you go to the activate your sim page then this is where they stop any information about activating the eSim. It only talks about entering a 20 digit Sim number to continue.
@user_d6ae04 Yup. That’s what I saw too which made me concerned they can’t do this online. There is also reference to using a QR code (which obviously has to be related to your phone) but no one in support seems to know how to generate one or where it’s generated.
If you are asked for your 20 digit SIM number you can get it from your old iPhone if you are replacing your current device. Settings, General, About, ICCID.
@DaveO3 That did not work trying to convert my existing SIM to an eSIM. First check is “does this belong to current subscriber?”. Seems the process ends if the answer is yes. I’ll be stunned if moving to an eSIM on a new phone using this process actually works since I’ll bet it’ll fail the same way.
I was able to move my Xfinity Mobile sim from iPhone 13 Pro (physical SIM) to iPhone 14 Pro just now.
I went to the Xfinity Mobile account page, and then Devices. Selected my existing phone. Selected Replace your device. Selected Bring your own. Entered IMEI2 (I had already set up primary IMEI with my other work line). It said it's good to go. Then it sent a code to the old phone. I entered that. Then there was Transfer Service button. Pressing that did not do anything. I did Back, and tried to redo the wizard. This time it said the phone with that IMEI is not compatible with Xfinity!
But all was not lost. I went back to devices page, and lo and behold, now it showed both my old and the correct new iPhone. I selected that phone, and Activate service. It again sent a code to the old phone, but it was the same code as before, and the wizard did not accept it. I waited a little while, and started the wizard again. This time they sent a new code, and now it was accepted and I was able to activate the line.
@Andrew24 Good Job, but I'm still stuck after I enter either IMEI numbers, which both report back as good from Xfinity.
At the screen that reports "Your phone is compatible and can be activated today.... After I hit the continue button at the bottom a red message appears below the Continue button reporting "Something went wrong, please try again."
This is the same point with entering either or both IMEI numbers.
@Andrew24 Thanks! It also works for me. I have to say the transfer could have done better. I know that XM uses VZ behind the scene. The XM-VZ interface should have tested more. That being said, I successfully got the new iPhone working. It is all I care.
Has anyone actually been able to activate the way they ask you to? Instructions in the box say to go to xfinitymobile.com/activate-- which forwards you to a nondescript billing page (at least for me it does). Trying to activate via the Devices section literally does nothing when clicking the "Already have your device? Activate" link, tried on multiple devices.
@user_d6ae04 Sorry to hear that. Can certainly understand your frustration though. At least you got ported out unlike some users. I wonder how many subscribers XM will lose over this unless they make the process to upgrade to an eSIM more straight forward.
Port out wasn’t a smooth deal either, during the process were you select your carrier that your leaving, Xfinity mobile comcast, it would allow me to select this, but after I hit continue it would then highlight Xfinity as if that was an invalid selection. I ended up selecting “other” and then the process worked.
Just finish transferring the physical SIM (iPhone 12 Pro Max) to the eSIM (iPhone 14 Pro Max) without any issues. The process was very smooth and easy to follow. I will share it in details below.
Note:
1. Don't use the Xfinity Mobile App in a phone, and instead use a browser on your desktop.
2. Disable any Ad Blockers in your browser.
1. Go to Xfinity Mobile website and login your account.
2. Go to "My Account" from the top right corner and then click the "Devices" tab.
3. Click your old device.
4. Click "Replace your device".
5. Click "Bring your own". Then we enter a webpage with a title "Upgrade or switch devices".
6. For "What type of device are you switching to?" question, select "iPhone". Then click "Next".
7. Enter the IMEI number from your new iPhone 14. You can find it from the iPhone Settings App (Settings -> General -> About -> IMEI).
8. It will show that your new device is compatible for eSIM.
9. Now it asks you to input a 6 digits code from the text message sent to your phone number.
10. Enter this code to finish the last step.
11. Finally, you will see a QR code.
12. Grab your new iPhone. Enter Settings App. Then go to Cellular and select "Set up Cellular".
After you activate the device online you will be presented with instructions on how to activate your esim. info is also posted at the bottom of this article. The device must be activated first before you can download the eSIM.
chat agents and retail store agents have the tools to help activate the device as well.
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.
@rocky24 i confirm this worked, ty! Other peeps reading this, use a browser on a desktop. Now just need to figure out how to get my new watch activated.
I am having the exact same problem as one of the previous users. I am able to go to the devices page in my account and click "replace your device" and then I click "bring your own" and it brings me to the page to enter the IMEI of the new device. I enter the IMEI and it says "your phone is compatible and can be activated today" then I hit continue and that's where the process breaks down. I just get an error message that says "something went wrong, please try again."
Any help for this error. I have tried entering the IMEI and the IMEI2 listed on the new iPhone 14 and neither works. They both say your phone is compatible, but then I hit continue and get the error message every time. This is quite frustrating for me and is making me reconsider Xfinity Mobile.
@TellTaleCaller29 I got a similar error. But the iPhone 14 was actually added. I could see it on my "Device" tab. Then I just clicked the new phone icon and completed the process.
For me, the only thing listed in the Device tab is still my old phone. I tried chatting to support as well, but it says all agents are busy right now. I will try calling them, I suppose, although it seems like others have not had luck with that either.
@lightcable been trying to "replace your device" since yesterday afternoon, the only thing i saw was "something went wrong", we tried web and app, none of them worked.
I have the exact same issue where clicking the "Replace your device" link will generate a "Something went wrong" error. Similarly, this also is happening with multiple desktop browsers (also with any/all ad-blockers disabled) and the official iOS Xfinity Mobile app.
For whatever reason, the website at that moment is generating a 403 HTTP error code for "https://dl.cws.xfinity.com/event/" and a 500 HTTP error code for "https://mbo-customergateway-prod.codebig2.net", which is likely leading to the generic website error message appearing.
Edit/Update: I had to call support to get this activated (redirected per Twitter Xfinity Support: 1 (888) 936-4968), but it is working properly now. To note, it took over two hours to get this resolved as the first three reps couldn't even figure out how to access my account and they kept transferring me to the back of the queue - a truly terrible experience. However, the last rep was amazing and fixed it in ~15 mins with no issue on accessing my account immediately. She asked for the eSIM IMEI to activate, and once she completed that process, I then had to choose the "Add eSIM" option (in iOS Settings > Cellular) where my Xfinity Mobile line was now selectable. So while this overall experience was awful, that last rep was fantastic.
An update: I was able to it working. I had to call them. Eventually was able to reach a human being. The first guy I talked to tried to get it working, but he got an error message and had to transfer me to someone else. She was finally able to get it working and get my number transferred to the new phone and eSim.
It took way longer than it should have and it made me seriously reconsider Xfinity as my mobile provider, but for now, I will stick around.
Hi, @XMjfh. Have any of the steps above on this thread worked for you so far?
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.
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.
No. My landline went out so I just got a voip line configured to try and call support. I’ve tried multiple browsers on a PC but get the “Something went wrong” error on the “your phone is compatible and can be activated today” page.
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.
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.
Accepted Solution
XMjfh
Visitor
•
30 Messages
3 years ago
Wanted to share my details in case they help someone else.
tl;dr - I have service on my iPhone 14.
When I started, I had an active account and an unlocked iPhone 14 Pro bought directly from Apple.
I followed the process as documented here by @rocky24 - that’s the way it’s supposed to work. However, like many, I got the “something went wrong” error.
Chat couldn’t help and the mobile support number answered “closed”. I suspect they were not closed but reached the maximum of incoming calls. I went to an Xfinity store (they have special unpublished numbers to the mobile support team).
Rep tried to do a device upgrade and got an error saying that there was already an active change order and he couldn’t do anything. He said we would have to wait 24-48 hours for it to “drop off”. I knew from reading elsewhere that this was not true- that error flag will show until someone on the backend manually clears it. I asked him to call support and ask them to clear it.
He called and tried to pass me off to calling the public number (which said closed). I declined and said I wasn’t leaving until this was fixed. He got the “your wait is longer than 20 minutes” message and waited about an hour to get through. The backend support person saw no problem with my account but did see the (apparently false) error the rep had seen. After that was cleared the support person generated a device change order and took the IMEI. I received an email a couple minutes later with the 6 digit code and gave it to him. A couple minutes later I got a “Download eSIM” email and downloaded it. That email contained a QR code.
Next was a step no one had mentioned before. He had me do a network reset and power cycle on the new phone.
Then things proceeded normally. Scanned the QR code and hit Activate. It took like what seemed forever with a spinning disc but completed successfully. Took about 90 minutes to complete from the time I entered the store, maybe 15 minutes after we got support. The emails (which are supposed to be almost instant) each took a while so their system was clearly overloaded.
Note: ABSOLUTELY DO NOT let them try to add a new phone to your line and transfer the old SIM to that. That is what was done to the lady before me and her account got borked with both phones being in limbo. Her rep, who got on with support about 15 minutes earlier than mine, was still on the phone with support when I left the store. (I had told her not to do that at the beginning but she brushed me off).
so - if you go the store route - do not let them tell you they can’t do anything. If they can’t from their system, insist they call support.
Good luck to all.
For Xfinity’s sake I hope they will invest in implementing the quick transfer process. The amount of rep, support and customer time spent on what should be a simple automated process this weekend is probably close to unmeasurable and certainly doesn’t help with customer goodwill. I was prepared to go across the street and port back to Verizon. For now, XM has kept me as a customer.
Good luck to all.
0
0
user924TX2
Regular Visitor
•
3 Messages
3 years ago
I have an iPhone 14 Pro Max to pick up later from the Apple Store this evening. I will update later. But what I do know as of now is there are 2 ways of doing this. If you use your old iPhone to setup the new iPhone, you'll have an opportunity to transfer the old physical sim to the eSim of the new iPhone. Basically, eSim is one of the first options to choose after you first turn on the new iPhone and bring it close to your old iPhone. You can check out this video for a visual. https://youtu.be/Ke-RrTzGjD0 . The second way is to log into your Xfinity Mobile account, go to devices, choose your old device and you should see an option to replace device. There is a process you can go through to replace old iPhone with new iPhone. Hope this helps.
(edited)
0
0
DaveO3
Problem Solver
•
772 Messages
3 years ago
Here is the latest article, August 6th, from XM on how to activate your phone. Look near the end for information on eSIMs.
https://www.xfinity.com/mobile/support/article/how-to-activate-phone
Obviously a new iPhone 14 will get an eSIM. We don’t know yet whether a new pre iPhone 14 will have an option to get an eSIM, or come with a new SIM? Let us know what instructions come with new phones.
0
0
XMjfh
Visitor
•
30 Messages
3 years ago
Thanks for the links. Everything sounds good but is written from the standpoint of moving service to XM not moving existing service to a new phone and changing from SIM to eSIM.
I don’t get my phone until tomorrow so I can test it yet but following those instructions to change from SIM to eSIM on my current phone (which should work) failed. Chatting with support to understand what is supposed to happen and how is frustrating because I get different answers to the same questions. It’s pretty clear they are reading from a script and simply don’t understand that I’m not trying to port in a new line.
0
0
user_d6ae04
Visitor
•
6 Messages
3 years ago
I've been working on this for the past 3 hours. The current phone is the iPhone 13 pro max, New phone is the 14 pro max. Xfinity's system starts off by referring to the eSim transfer, but as soon as you go to the activate your sim page then this is where they stop any information about activating the eSim. It only talks about entering a 20 digit Sim number to continue.
1
0
XMjfh
Visitor
•
30 Messages
3 years ago
I’m nervous because I don’t want to be in a position where neither phone works.
(edited)
0
0
DaveO3
Problem Solver
•
772 Messages
3 years ago
If you are asked for your 20 digit SIM number you can get it from your old iPhone if you are replacing your current device. Settings, General, About, ICCID.
(edited)
3
0
Andrew24
New Poster
•
2 Messages
3 years ago
I was able to move my Xfinity Mobile sim from iPhone 13 Pro (physical SIM) to iPhone 14 Pro just now.
I went to the Xfinity Mobile account page, and then Devices. Selected my existing phone. Selected Replace your device. Selected Bring your own. Entered IMEI2 (I had already set up primary IMEI with my other work line). It said it's good to go. Then it sent a code to the old phone. I entered that. Then there was Transfer Service button. Pressing that did not do anything. I did Back, and tried to redo the wizard. This time it said the phone with that IMEI is not compatible with Xfinity!
But all was not lost. I went back to devices page, and lo and behold, now it showed both my old and the correct new iPhone. I selected that phone, and Activate service. It again sent a code to the old phone, but it was the same code as before, and the wizard did not accept it. I waited a little while, and started the wizard again. This time they sent a new code, and now it was accepted and I was able to activate the line.
6
jslx1985
Visitor
•
6 Messages
3 years ago
Has anyone actually been able to activate the way they ask you to? Instructions in the box say to go to xfinitymobile.com/activate-- which forwards you to a nondescript billing page (at least for me it does). Trying to activate via the Devices section literally does nothing when clicking the "Already have your device? Activate" link, tried on multiple devices.
C'mon Xfinity Mobile.
Justin
1
0
user_d6ae04
Visitor
•
6 Messages
3 years ago
I gave up and transferred my number to Visible
2
rocky24
Visitor
•
2 Messages
3 years ago
Just finish transferring the physical SIM (iPhone 12 Pro Max) to the eSIM (iPhone 14 Pro Max) without any issues. The process was very smooth and easy to follow. I will share it in details below.
Note:
1. Don't use the Xfinity Mobile App in a phone, and instead use a browser on your desktop.
2. Disable any Ad Blockers in your browser.
1. Go to Xfinity Mobile website and login your account.
2. Go to "My Account" from the top right corner and then click the "Devices" tab.
3. Click your old device.
4. Click "Replace your device".
5. Click "Bring your own". Then we enter a webpage with a title "Upgrade or switch devices".
6. For "What type of device are you switching to?" question, select "iPhone". Then click "Next".
7. Enter the IMEI number from your new iPhone 14. You can find it from the iPhone Settings App (Settings -> General -> About -> IMEI).
8. It will show that your new device is compatible for eSIM.
9. Now it asks you to input a 6 digits code from the text message sent to your phone number.
10. Enter this code to finish the last step.
11. Finally, you will see a QR code.
12. Grab your new iPhone. Enter Settings App. Then go to Cellular and select "Set up Cellular".
13. Select "Scan QR code" to download your eSIM.
14. DONE!!!
(edited)
6
TellTaleCaller29
Regular Visitor
•
7 Messages
3 years ago
I am having the exact same problem as one of the previous users. I am able to go to the devices page in my account and click "replace your device" and then I click "bring your own" and it brings me to the page to enter the IMEI of the new device. I enter the IMEI and it says "your phone is compatible and can be activated today" then I hit continue and that's where the process breaks down. I just get an error message that says "something went wrong, please try again."
Any help for this error. I have tried entering the IMEI and the IMEI2 listed on the new iPhone 14 and neither works. They both say your phone is compatible, but then I hit continue and get the error message every time. This is quite frustrating for me and is making me reconsider Xfinity Mobile.
4
0
lightcable
New Poster
•
5 Messages
3 years ago
If you read the thread, many have successfully done.
2
0
TellTaleCaller29
Regular Visitor
•
7 Messages
3 years ago
An update: I was able to it working. I had to call them. Eventually was able to reach a human being. The first guy I talked to tried to get it working, but he got an error message and had to transfer me to someone else. She was finally able to get it working and get my number transferred to the new phone and eSim.
It took way longer than it should have and it made me seriously reconsider Xfinity as my mobile provider, but for now, I will stick around.
1
0
rocky24
Visitor
•
2 Messages
3 years ago
Please follow the steps one by one carefully in my post above and I guarantee it works.
For anyone who mets an error, don't forget to disable any Ad Blockers.
11
0