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user_4cd8fb
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Tuesday, November 8th, 2022 5:03 AM

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“Host IPhone Not Active” yes it’s active

I bought my new Apple Watch over 2 months ago and Xfinity is still unable to fix this problem as I continue to pay for cellular on a watch that does not have cellular!! I just got off of another hour long call (call #4) with xfinity customer service, (on my iPhone that yes is active) and tech support.. multiple people who have NO IDEA how to fix this issue. I was told to go into the Xfinity store, which I did in Puyallup Wa and they told me to call the tech support because they do not know how to fix it. So xfinity stop responding to these post to contact customer service to solve the issue when none of your representatives have any idea what to do! Train your tech people to fix this issue that apparently is happening often. 

Question

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Updated 

2 years ago

990

4

DaveO3

Problem Solver

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772 Messages

2 years ago

Sounds like you may need to start over! Maybe the following makes sense?

1.) Call and Cancel your watch line. 

2.) Make sure that the IMEI on your active iPhone line matches the IMEI shown on your XM device page. 
3.) Read and follow ALL of the instructions in the link below

https://www.xfinity.com/mobile/support/article/how-to-activate-apple-watch


Good Luck

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XfinityPeterH

Official Employee

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1.9K Messages

2 years ago

Hello and thank you for sharing your feedback about your experience and your Apple watch @user_4cd8fb. I would be very upset if I was in your shoes too. This is never something we want you to deal with from us. I already know you have called in and stopped by our store, but have you tried to reach any of our experts via chat? Chat: xfinity.com/xfinityassistant/?channel=xMobile 

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user_995553

Visitor

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1 Message

@XfinityPeterH​ I am having the same issues! I’ve spent over 8 hours between chat and calls. I get reps that I can barely understand and they keep saying “no problem. Rest assured I will solve your issue”. The last guy told me to wait 2 days and then my watch will be connected to my account. It’s been 2 weeks!!! I NEVER should have changed from AT&T! [Edited: "Language/Inflammatory"]!!!!!!

(edited)

2 years ago

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user_a81bd6

Visitor

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1 Message

I’m also having the same issue 

2 years ago

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user_f5ca02

Visitor

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1 Message

2 years ago

I've been on the phone with numerous agents on different occasions yet no resolution to this same issue.  It's embarrassing that it takes hours on each of these calls to come up empty without a fix!

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CCShaina

Problem Solver

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393 Messages

@user_f5ca02 Thank you for bringing this concern regarding your Apple Watch to our attention here at the Xfinity Community Forums. 

Due to account security, our options with Xfinity Mobile accounts are very limited. We're unable to perform any device or account-specific requests or support over this platform. I know you mentioned you have already spoken to several XM support specialists over the phone, have you also reached out to our Xfinity Mobile specialists via Live Chat at https://xfinity.com/xfinityassistant/?channel=xMobile as well?

I no longer work for Comcast.

2 years ago

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Laura.d420

Visitor

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2 Messages

2 years ago

I am going through the exact same situation and have been for two weeks now. Have you got it fixed? 

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XfinityBillie

Official Employee

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3.3K Messages

@user_bd7043 I'm sorry to hear you are also experiencing these difficulties. Due to account security with Xfinity Mobile we don't have access to the Xfinity Mobile accounts. You would need to reach out to that department separately by calling or texting 1-888-936-4968 and one of our dedicated Xfinity Mobile specialists are there for assistance 24/7. You can also visit our Xfinity Mobile assistant page, where we have support available thorough chat as well: https://comca.st/3vkGv93.

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.
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2 years ago

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user_7d3dbd

Visitor

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1 Message

I’m having this same issue. Been in contact with several level 1 and level / level 2 agents. So far no luck. Was told explicitly that’s there is nothing xfinity can do even though the issue is obviously something on their end. Asked for a phone call from a supervisor and I was told I would get one. Never did..

2 years ago

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CCMacey

Gold Problem Solver

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541 Messages

Good evening, @user_7d3dbd, and thank you for reaching out through our Community Forums for help with your Xfinity Mobile device and watch. For account security reasons, our team through Digital Care is very limited in the scope of how we're able to assist our valued Xfinity Mobile customers. As my colleagues mentioned above in this thread, there are a few ways to reach our Xfinity Mobile experts:

 

Xfinity Mobile Contact options:

In addition, your Xfinity Mobile Apple device includes Apple Care for support. Have you by chance attempted to work with Apple on connecting your watch to your phone? 

I no longer work for Comcast

2 years ago

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