My new iPhone not receiving sms

@user_bb42bc​ did the same thing, been irritating at best. Going to the store today since today will be my third day with it active.

user_93706f​ they had to go into the provisions. They had to reset some stuff that was t transferred over. You really gotta make a scene or demand a manager to get the help though. 

Wow, so this is a know issue, and they aren't helping. I've talked to 4 different people already and have had no resolution. I'm having the same problem with my new iPhone. I updgraded to the new iPhone 14 pro

Hi there and welcome to Comcast! 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 xfinity.com/xfinityassistant/?channel=xMobile where an Xfinity Mobile expert is available 24/7?

@user_93706f​ user_93706f​ they had to go into the provisions. They had to reset some stuff that was t transferred over. You really gotta make a scene or demand a manager to get the help though. 

@AppleTechAlin​  Thanks for the detailed explanation! Did yours come on yet?  3 Days is a lot of down time.  I can't get into any apps that require a text confirmation.  

I’m on day 2.  Was able to get into most apps.   Hoping it clears up on its own.

@imanlea​ It took a call to Executive Customer Support (215) 286-1700 (Option 2) There an associate took down my information and created a ticket number. Then I called back to the normal service number (you can get them by dialing 611 on your handset) and asking for a tier 2 rep. After about a half hour of fiddling with network internals texts & visual voicemail was working.

Your milage may vary, but I strongly recommend using ECS & Tier 2 contacts and I can tell you now you might not get it to be fixed on the first shot, this is new technology, eSIMS & 5G combined. As people move from physical SIMS to eSIMS a lot can go wrong at the network level which can leave a lot of technicians scratching their head as they shift pipes around until they eventually find the right combination of pipe moves.

The cellular network, is a series of tubes!

@user_93706f​ they had to go into the provisions. They had to reset some stuff that was t transferred over. You really gotta make a scene or demand a manager to get the help though. 

@imanlea​ user_93706f​ they had to go into the provisions. They had to reset some stuff that was t transferred over. You really gotta make a scene or demand a manager to get the help though. 

I am sorry about the rough experience getting your new iPhone to work properly. Our Xfinity Mobile team can help with all aspects of your service. You can reach out to them by: Text:1(888) 936-4968 Call:1(888) 936-4968 Chat: https://www.xfinity.com/xfinityassistant/?channel=xMobile Our Digital Care team is here to assist with all your other Xfinity services, please feel free to reach out anytime if you have any questions or concerns about your cable, home phone, internet or home security services. 

Still no resolution on SMS or VM prob. Just tried suspending the line in the app as suggested by others. Had to call to re-instate, as I did not realize the other option to do so is to text Xfinity. Which I cannot do since it’s SMS. Wasted another 30 min on phone for that. Person had me reset network settings, which did nothing. At work so no time to call advanced support right now. Argh.

I'm so sorry about all of this. If the phone number and the chat didn't resolve the issue, please send us a direct message with your full name and service address. 

To send the requested information in a private message to Xfinity Support from any Forum page:

•  Make sure you are signed in here in the Xfinity Forum. Click "Sign In" if necessary

• Click the "Direct Message" icon (square chat icon in the upper right corner of your screen next to the bell icon)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it

I am glad to hear things are working as they should now, @user_93706f. We appreciate that you updated the thread as well so we know what resolved the problem for you. A backend issue would be something an Xfinity Mobile agent would need to find and fix in our systems. Did you have any further concerns at this time?

@user_93706f​ How did they fix it if it’s a backend issue? Did they fix it specifically for your phone? They keep telling me to wait another 24 hours on my ticket. So far they’ve fixed nothing.

@jar_stahl Hello! We would certainly encourage you to reach out to our Xfinity Mobile Team directly if you are still waiting for a resolution. We do apologize that here we do not have access to our Xfinity Mobile systems. They will be your best bet to get the assistance you need. You can reach them using either of these methods:

Phone - (888) 936-4968
Chat - https://www.xfinity.com/xfinityassistant/?channel=xMobile

@user_fcd32e​ The advanced team finally helped me out after several chat reps royaly screwed up my account. I had to spend 3 hours on the phone with Advanced team to get the mess they made straightened out, and they still had to put in a ticket, to get the rest of my account back to how it was before. One of the reps actually cancelled my line! 

To get to advanced support, do you first have to call the “regular” support number? I’ve about had it.