iPhone 14 Ditching SIM for eSIM

Hey there @user_797a7c

 I appreciate you taking time out of your day and want to ensure you’re able to get in touch with an awesome Xfinity Mobile expert to help get this resolved. Due to account security, our options with Xfinity Mobile accounts are very limited. We're unable to perform any device or account specific requests over this platform. Have you tried calling or texting 1 (888) 936-4968, or reached out to our secure online chat at https://comca.st/3B9Mfqh where an Xfinity Mobile expert is available 24/7?

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it is a nightmare to deal with Xfinity. I had all kind of issued with my setup from internet to phone provisioning internet, their Website and the back end system so inconsistence. I am an I.T person, but it been a nightmare dealing with them, and don't trust those oversea try to help you, they will screw up your account even more

I have had the same experience. Though I am not an IT person, the nightmare rages on.  In the last month, I have learned to NEVER call or chat online from their site. ALWAY go in the store for any issues. Their contractors are incompetent liars.

@MisterMatic​ 

Yep. seems like they tell you anything just to get you get you off the call. I was speaking to somene on the "advanced" team yesterday about my ported number not working ... she was laughing wth people n the background and VERY non-chalant about helping me. Tld me to do a network settings reset- knowing that would END our call. I did the reset, the issue was not corrected, and no one bothered to call me back . 

@Sapphonest​  from what I read it should be available for pre order tomorrow 9/9. 

I just ordered my 14Pro last Friday and it it scheduled to arrived this Sunday and I am an existing customer so you should be able to upgrade your phone to the 14 now or get a brand new phone

@user_0262b8 Hello and thank you for reaching out over our Xfinity Community Forums. For any Xfinity Mobile related questions, you would need to reach out directly to our incredible Xfinity Mobile support team, however, in looking at our Xfinity Mobile website there is a place where it says you can Preorder the new iPhone 14, located here https://comca.st/3eFTAWF. In order to find out more about what specific Xfinity Mobile deals we have available, and if they are similar to other carriers offers for the new iPhone 14 and other popular new devices, I would recommend reaching out to our incredible Xfinity Mobile support team, who can be reached by calling or texting 1 (888) 936-4968, or reached via our secure online chat at https://comca.st/3B9Mfqh where an Xfinity Mobile expert is available 24/7.

• SMS Text Message: 1 (888) 936-4968
• Phone: 1 (888) 936-4968
• Chat: https://comca.st/3B9Mfqh

Thanks for posting but I have texted the support team two different times.  They were unable to tell me whether I could change an existingXM  SIM to an eSIM and how to do it.  It was a. Incredibly frustrating experience (twice).  It’s a simple and I suspect soon to be comm question.  Can’t you find the answer and post it for all of the Apple XM owners here?

@XfinityChristopher​ 

"incredible Xfinity Mobile support team"  is a reach. 

user_505819 Due to account security, our options with Xfinity Mobile accounts are very limited, here on the forum.

I assure you that it is not that we don't want to help, we just don't have access, and are unable to perform account specific requests over this platform.

Have you tried calling or texting 1 (888) 936-4968, or reached out to our secure online chat at xfinity.com/xfinityassistant/?channel=xMobile where an Xfinity Mobile expert is available 24/7?

@sraym5​ Satellite connectivity is a game changer. There are many of us who both buy a secondary device and pay a monthly plan to have security in the backcountry. Apple is moving to make that space part of your phone. (Others are as well, I think we're 1-3 years from everyone having this.)

Otherwise, I do think the 14 is a bogus upgrade, but the 14 pro is fairly significant. 

@sraym5​ I agree. I’m doing just fine with my 13 PM. My wife is getting the 14 tho. We’ll see how XM handles the eSim transition. Not to optimistic since they couldn’t get it to work on my 13 lol

That's a great question! While we're unable to assist with this mobile services inquiry here, you can reach our awesome Xfinity Mobile team by any of these three methods:

- SMS Text Message: 1 (888) 936-4968
- Phone: 1 (888) 936-4968
- Chat: https://comca.st/3S2jLWh
 
I'm confident that the experts on our Mobile team will be more than happy to assist you with this. Please let us know if you're still having trouble after reaching out.

@DaveO3​ Thanks.  But the answer many want is “How does an existing XM iPhone user move their existing SIM to an eSIM?”  xfinity support can’t answer that question and there’s nothing on the web site about it.  Apparently no problem if you are a new customer but SOL if you are an existing one.

@DaveO3​ can you describe the working difference when you have two active eSIMs on a phone?  Do you see separate text sessions by phone number and/or see which line is ringing?  Can you set different controls like Do not disturb on each line separately?  Thanks!

Here is the Apple Support for Using Dual SIM

https://support.apple.com/en-us/HT209044

No word yet on converting XM SIM to eSIM. Probably have to go to XM Store for now. 

@DaveO3​ I agree.  But it seems a little ridiculous that XM support can’t answer a pretty basic question.  I selected the Apple in store trade in option but no way am I going to wipe and turn in my old phone before I’m confident I can walk out of the store with service on my new one.

@user_520ee4​ ugh. Mine just arrived and I was about to set it up. Second guessing that now. Watching this thread closely. I’ll report back anything I find. 

Please, let’s see in case anyone is able to fix this

@user_520ee4​ [Edited: "Language"]  Exactly what I was afraid of.

I opened a new thread this morning on exactly this question (existing XM sub moving to an iPhone 14) to see if anyone had been successful.

Obviously there is nothing YOU can do; XM support has to figure this out.  It seems they haven’t done anything since the announcement to get ready.

(For the XM employees here - PLEASE don’t give us your typical “Please call or text support” - they are reading from scripts and don’t appear to understand the issue.  FIND SOMEONE INTERNALLY THAT KNOWS THE ANSWER AND POST IT HERE !!!)

This is what happened to me exactly, over the phone without any luck, hope it got sorted out soon

I gave up on the esim stuff. tried porting my XM phone number to a new carrier, but even their porting functionality doesn't work, so, just cancelled service and am swallowing the pain of having a new phone number to give everyone. XM's been pretty good, but I always get the latest iphones/iwatches and every single time I've done that moving XM onto them has been a nightmare. so... moving on.

@user_c3997d​ I did not mean to imply the only way is to go to a store.  I went to a store because I couldn’t get through on the support line.  I just would have told them exactly what I told the store rep and what to look for/do.  My primary point was don’t accept “there’s something wrong and we have to wait for it to clear” as an answer.  The right support person can see why the online upgrade didn’t work and fix it.

After having troubles with the website, I got mine done over the support line. Did two in fact. The first one took a little longer because that XM line is used in a dual e-sim setup I have. It was escalated to level 2 but they got it done, it was easy. The second one only took a few minutes with the first person I spoke to.

glad you got activated, been waiting 2 days, now on hold again for who knows how long to talk to someone i cant understand. 

This isn't the kind of experience we want you to have with us. While we're unable to assist with your mobile account here, you can always reach our awesome Xfinity Mobile team by any of these three methods:

- SMS Text Message: 1 (888) 936-4968
- Phone: 1 (888) 936-4968
- Chat: https://comca.st/3BAv1Cu
 
I'm confident that the experts on our Mobile team will be more than happy to assist you with this.