S

Visitor

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13 Messages

Thursday, September 8th, 2022 12:19 AM

Closed

iPhone 14 Ditching SIM for eSIM

With Apple’s announcement today of the iPhone 14 and beyond dropping support for all physical SIM cards instead supporting multiple eSIMs, will Xfinity Mobile be offering iPhone 14s and FINALLY supporting eSIMs or no?

Frequent Visitor

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8 Messages

2 years ago

trying to activate my 14 pro and been waiting for 2 days. it has been a hassle. customer service said there was an error activating. no kidding! UGH!!!!

Frequent Visitor

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8 Messages

2 years ago

been try to activate my 14 pro for 2 days, getting very peeded off

Visitor

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6 Messages

2 years ago

Trying to activate my 14 Pro as well, since Monday. I've talked with five agents and no one has resolved this. I'm very disappointed in Xfinity Mobile. 

Visitor

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5 Messages

2 years ago

Nothing but problems ! Xfinity is the worst. 9:hours over 3 days trying to fix issues. All the reps lie to get rid of you. They are the worst and Esims are a disaster with xfinity. 

Visitor

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3 Messages

2 years ago

BUYER BEWARE

Xfinity got caught with their pants down... Apple rolled out the eSim and now 80% of Xfinity service calls are trying to figure out how to make it work, backlogging other types of service calls and hindering their Customer Service points... I know I was one of those unfortunate customers that went into an Xfinity store on the 6th of Sept to order a new iPhone 14 Pro Max Purple.. yay.. :-) received my iPhone 14 on the 20th Sep and went back to the store on the 24th to start the process of transferring my phone number to the new iPhone 14 and wanted to keep and take my existing Xfinity Mobile iPhone 11 Pro Max and give it to my sister with a new phone number..... simple right... "WRONG" right from the get-go but too green at the time to notice there was a question on how to do such action with an eSim.... 5 HOURS....!! Later yes sitting there at that store watching them trying to figure out how to go about doing this type action... Nothing.... they sent me home hoping the Network will fix it overnight... next day "NADA"...!! the iPhone 14 went into SOS mode hence I spent the following week and at least 14 hours on the phone with Xfinity Tier 2/3 C/S trying to get this done ... nothing....! all I have to show for it was an $1100 Brick... so I was at my Limit this morning Oct 1st went back to the Xfinity Store to return my iPhone 14 Pro-Max because they do not know how to activate it... but I had to sit there for other 2.5 hours just to get my old phone number back to my iPhone 11 Pro Max and had to give back my iPhone 14 Pro max with NO other possibility of solving the issue... So,  I asked well I guess I cannot buy and iPhone 14 from XFINITY because you couldn't figured out to do such an action... maybe Xfinity should just stick to Cable TV and let the Mobile Phone Companies do what they do best... So I have no choice but to go VERIZON WIRELESS or another company.. and once I tell them this story they problem say "Oh Again"... ha.. I challenge any Xfinity Employee on this post to say otherwise ... remember it all about the Sale. So yes I can say "Buyer Beware".

Visitor

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30 Messages

2 years ago

It is absolutely stunning that weeks after launch XM still hasn’t figured this out and sent out a memo to every single employee that could deal with mobile customers with specific instructions on how to activate with eSIMs.

I was “lucky” enough to get in store CSR rep who reluctantly did and said everything I told him to do even when he said I was wrong.  I got my iPhone 14 activated in about 2 hours (most was waiting on the phone for level 3 support).

if that hadn’t happened I would have gone back to Verizon (which I will still do if my bill gets messed up)

Visitor

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4 Messages

@XMjfh​ Can you send instructions? I am dealing with this right now. 

Visitor

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4 Messages

2 years ago

I have never dealt with a company so incompetent. Every time I call I get a different answer and NOONE can fix my issue. Which should be simple.... convert my sim card to an esim. When I ordered my phone the agent on the phone PROMISED ME he placed the order. I never got a confirmation # so I call back a week later and NO ORDER was placed. So I place the order a second time...this agent tells me all I have to do is call to get my number transferred once I receive the phone. I call once I receive the phone and a diff agent tells me that 1st agent should have done the transfer BEFORE the order was made. WHAT?? Why didn't that agent TELL ME THAT??? After 12 hours troubleshooting I still have NO Resolution. Not even the store has the tools to fix my issue....and the ONLY team who "can" is Tier 3 and basically they do not take phone calls, only chat from T2, and there is over a 2 hours wait time and more than likely they don't respond.... So a ticket has to be put in, which I already know will go nowhere. Now I have an iPhone 14 I CANT USE and noone in support knows how to fix it.

Ya'll are a joke of a company and your agents are beyond clueless. The few agents who have some brain power don't have the tools to fix the issue. Managers are a joke too...they can't do ANYTHING. 

Visitor

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4 Messages

@Angry_Xfinity_Customer​ I have an update, when the store put in a ticket, I called back the next day and they said T3 put a stack order on my account, after an additional 4 hours on the phone, they were able to fix it. It really depends on what T2 agent you get...most say they'll call you back but then never do, or they tell you a physical sim can't be transferred to an esim. (LIES) 

My recommendation if you're having this issue:

1. Go to the store, have them put in a ticket with T3 to fix this. Call back the next day and get a t2 agent who has done a physical sim transfer to an esim transfer. Hang up and call back if you must.

2. Call technical support and keep asking each T2 agent you speak with if they have done a physical sim to esim transfer before. If they said it's not possible, hang up and call back until you get one who HAS.

Unfortunately, Xfinity seems to have a garbage training program and not all agents are created equal. 

Visitor

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2 Messages

2 years ago

this company is a big big joke with the people online and some people in the store. I just want to do a number transfer from my own provider. the rep.  in the store try to help but it keep giving him trouble, he called tier two and we were waiting for almost two hours, and then tier 2 took over to make me wait for almost 3 hours for tier 3 to answer. that was 5 hours total wasted, nothing was done. I call back the next day with a different rep, and they were somehow able to do porting and transfer my line in less than 5 minutes. 

There was one time I call up and the rep over the phone told me I have to get a physical sim before I can get eSIM.. what a joke,  I can get eSIM from all other carriers with no physical sim. that why they call it eSim so you can get it without physical sim.

Whoever designs the Xfinity needs to be fired, matter of fact their whole I.T department should be fired, they have the system slow and complicated when you order or change anything. I was told one time while I try to swap my own router I have to pay an extra $30 when it is in fact I should get more credit back.

Xfinity really needs to have a new management team to oversee their day-to-day operation in technology as well as customer services, especially all the over sea customer services one.

Did I even mention that it claims my Phone is not compatible with their services when it is already in their system with the service ? 

Visitor

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1 Message

2 years ago

Have Xfinity mobile service. Trying to port phone number to new iPhone 14 with eSim. Very frustrating and time consuming because the Xfininty support people thus far don't know or are unable to do so :-( 

The phone number provided above did not help. 

Problem Solver

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672 Messages

@user_16c471 After speaking with my Xfinity mobile team did they provide you with a ticket number or did they advise you on the next step?

I no longer work for Comcast.

Visitor

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1 Message

2 years ago

I just received my iphone 14 today, went to local Xfinity store for help with activation since I'm upgrading from iphone 10 and want to keep the same number. I was told to call customer service, spent almost 3 hours with customer service and she couldn't activate iphone and disconnected the call. WHAT KIND OF CUSTOMER SERVICE ARE YOU PROVIDING? I might consider switch back to previous provider, never have this type of service before. 

Official Employee

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263 Messages

@user_aead64​  you can do this online at xfinitymobile.com.  If you purchase the 14 from xfinity you can activate it from the devices tab.   If it’s BYO (bought at apple, etc..),  select your iPhone 10 from the devices tab and then select replace my device > select bring my own device and enter the IMEI and follow the on-screen instructions to activate the device.  Once the line is activated you’ll need to download/install the eSIM.     

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Visitor

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13 Messages

2 years ago

Honestly, here is my running theory:  when Xfinity decided to offer cellular service as a MVNO, they contracted at the cheapest rate they could.  That would have needed to be with Verizon (previously existing business relationship) because at the time Verizon still used SOME CDMA.  AT&T & T-Mobile have been fully GSM for a long time.  Well, I believe that to cut costs even more, ALL of Xfinity’s leased cellular bandwidth/spectrum was within the CDMA bands/channels.  It would explain the MASSIVE issues that XM has had since the beginning with BYOD (when they first started you couldn’t at all) especially devices that did not originate from a Verizon plan.  And now with Verizon having effectively shut down the CDMA part of their network, XM has been scrambling.  Their systems likely weren’t designed for the technologies that are part of the GSM standard, including eSIM.  (Sprint would have dealt with issues converting to eSIM if they hadn’t merged with T-Mobile who benefited from a government-blocked merger with AT&T)

Now, to be fair, the major carriers have had decades of experience with slow transitions to new technologies and rules.  When cell service first started you couldn’t port your number at all in the U.S.  It took an FCC mandate to implement that and all phone providers were given 2+ years of warning to get their systems prepped.  If you aren’t a current or former XM tech support agent, it is unlikely that you know if XM was forced to use internally-developed systems or they were able to use Verizon’s.  Also, Verizon’s announcement of the shutting down of their CDMA network was less than a year before they implemented it.

In this particular instance, I believe they (especially the agents) deserve a little patience and understanding.  Heck, most of the major carriers in the U.S. only started offering eSIM as an option within the last year or two.

Contributor

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20 Messages

2 years ago

Be careful moving into eSIM, it's not all that it's cracked up to be. If you have ever pulled the SIM from a phone to another for any reason, you will NO LONGER be able to do that with eSIM. Other carriers make it simpler to move your account from phone to phone but Xfinity Mobile is not there yet. If you finance a phone with eSIM you will NOT be able to move that account to another device until it's fully paid. It's a way to lock you in.

Fair warning to all.

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