Help my service is not working

When I go out of range of my server at home, I cannot call, text, or have internet and it says No SIM in the left-hand upper corner of the phone. It's like I don't have ant phone service.

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XfinityDuron

Official Employee

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900 Messages

17 hours ago

Hello there @user_0r4hae, you have reached the right department to begin the process of fixing your issues. Would you happen to be using a eSIM for service?

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user_0r4hae

Visitor

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15 Messages

No

I have a hard SIM in my phone

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17 hours ago

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Sounds like to me your SIM card could be damaged. The first thing you should do is a Network reset to see if that fix your issue. This usually gives your device a nice reboot and get you right back on track. If that does not work, I will be looking into having that SIM card replaced. Are you near one of our Xfinity stores?

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17 hours ago

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user_0r4hae

Visitor

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15 Messages

Yes, but they normally don't help NOW customers

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17 hours ago

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XfinityDuron

Official Employee

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900 Messages

You will need to reach out to NOW customer service and request a new SIM card for your device.

I am an Official Xfinity Employee.
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17 hours ago

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user_0r4hae

Visitor

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15 Messages

I thought that's what I'm doing right now.

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16 hours ago

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user_0r4hae

Visitor

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15 Messages

17 hours ago

Physical SIM card is in this phone and I'm a current NOW customer

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user_0r4hae

Visitor

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15 Messages

17 hours ago

I'm on the line also with an Xfinity operator, but no one seems to be able to restore my service

I spoke to Jock on 7/16/26 and service was supposed to be restored in 24 hours

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user_0r4hae

Visitor

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15 Messages

Hello,

The Xfinity operater told m e there's a balance in my account. Can you help me pay that?

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17 hours ago

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user_0r4hae

Visitor

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15 Messages

17 hours ago

Can I pay it via the app?

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XfinityDuron

Official Employee

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900 Messages

Yes, you should be able to make your payment via app. That is actually our preferred method.

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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16 hours ago

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user_0r4hae

Visitor

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15 Messages

Mobile phone service is not showing up on my account though

Only the Internet is showing up

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16 hours ago

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user_0r4hae

Visitor

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15 Messages

I cannot find my mobile NOW account

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16 hours ago

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user_0r4hae

Visitor

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15 Messages

Where do I find my mobile NOW account?

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16 hours ago

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user_0r4hae

Visitor

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15 Messages

16 hours ago

It's not on the Xfinity app

Only my Now internet and my old Xfinity mobile account are on the app.

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user_0r4hae

Help my service is not working

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