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user_e7d5e7
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Monday, October 17th, 2022

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My new iPhone not receiving sms

I have had nothing but issues switching over to xfinity. I need to be able to receive texts in order to clock in and out of work. My phone is getting iMessages but does not receive other texts. Please help

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3 years ago

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user_bb42bc

Visitor

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1 Message

3 years ago

I’m having the exact same problem. I didn’t even switch from another carrier. Just upgraded my iPhone! 

4

AppleTechAlin

Contributor

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14 Messages

@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.

3 years ago

0

user_e7d5e7

Visitor

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5 Messages

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. 

3 years ago

0

jar_stahl

Visitor

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3 Messages

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

3 years ago

0

XfinityRoberto

Official Employee

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1.9K Messages

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?

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.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

3 years ago

0

user_93706f

Visitor

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5 Messages

3 years ago

Same issue here spent 2 hours on the phone today.  No luck

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user_e7d5e7

Visitor

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5 Messages

@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. 

3 years ago

0

AppleTechAlin

Contributor

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14 Messages

3 years ago

Probable best bet is to go to an xFinity store or call and go directly to Advanced Support Representative. There's clearly some sort of VTEXT IN network problem that xFinity is not aware of that is causing a mass outage, I am another affected user by this issue. Got an iPhone 14 Pro Max to replace an iPhone 10, texts worked fine on it. Outbound texting to non iPhones works fine because VTEXT OUT is configured correctly. This is clearly something to do with xFinity's network and eSIMs / other new technology.

UPDATE: Spoke to advanced support, what happens when you take out the physical and go to fully embedded chips is quite a complex process, especially if you're going from a 4G device to a 5G device.

Going from a physical SIM phone to an eSIM phone triggers a port within the network, even though you're not porting your phone number or anything there's still a full on PORT.

When I say PORT I mean a movement of your device within the networks infrastructure, on their servers. Your iPhone with an eSIM runs on a completely different network than the old physical SIM devices, so after you activate it, even though you can make & receive calls and iMessages and eat all the data you want getting that VTEXT IN pipe to be rerouted from the old infrastructure to the new infrastructure can take anywhere between 24-72 hours. 

If it doesn't work after 3 days of being activated, probably time to take it to a xFinity retail store for a technician to physically look at.

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imanlea

New Poster

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3 Messages

@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.  

3 years ago

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user_93706f

Visitor

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5 Messages

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

3 years ago

0

AppleTechAlin

Contributor

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14 Messages

@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!

3 years ago

0

user_e7d5e7

Visitor

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5 Messages

@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. 

3 years ago

0

user_e7d5e7

Visitor

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5 Messages

@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. 

3 years ago

0

CCShan

Official Employee

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443 Messages

3 years ago

@user_e7d5e7

Our team here on social media (Facebook, Twitter, Reddit, and our Forum) cannot work with Xfinity Mobile accounts, as we do not have access to any of the systems or tools that team uses, as a matter of security so in this instance you will want to contact those experts directly.

 You can contact our Xfinity Mobile support center via any of the following methods:
 • SMS Text Message: 1 (888) 936-4968
 • Phone: 1 (888) 936-4968
 • Chat: https://www.xfinity.com/xfinityassistant/?channel=xMobile   

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user_c28e54

Visitor

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1 Message

3 years ago

Im having the exact same issue. It also just started Oct 17. I did not even upgrade my phone or change anything. I am able to send/receive calls. I am also able to send texts. However, I am not able to receive texts. I am on iPhone 13

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user_960823

Visitor

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6 Messages

3 years ago

Just wasted an hour on Xfinity mobile chat. Same issue as others. Upgraded from iPhone 11 Pro to iPhone 14 pro. Now no SMS text, no voicemail. No 5G. That was my second chat. They “reset” some stuff and said to turn phone off for 30 mins. Did nothing to solve issues. Great.

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XfinityChristy

Official Employee

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2.2K Messages

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. 

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.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

3 years ago

0

user_960823

Visitor

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6 Messages

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.

3 years ago

0

CCJodie

Problem Solver

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1.3K Messages

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 no longer work for Comcast.

3 years ago

0

user_93706f

Visitor

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5 Messages

3 years ago

Called again today.  Spent five minutes on the phone and had it resolved.  She wouldnt give me any details except it was a backend issue.

3

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XfinityRay

Official Employee

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3.1K Messages

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?

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.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

3 years ago

0

jar_stahl

Visitor

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3 Messages

@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.

3 years ago

0

XfinityBenjaminM

Official Employee

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2.3K Messages

@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

 

 

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.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

3 years ago

0

user_a8ffbc

Visitor

 • 

1 Message

3 years ago

I am having the same issue. I haven’t  received sms text since 1:30pm mt today. I’ve had test messages sent and I have not received any of them. The problem started earlier this week when sms texts were 2+ hours delayed. Now I don’t receive any. 

0

0

calbear88

Regular Visitor

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11 Messages

3 years ago

In  the past, I had problems with two of our iPhones after we ported the phone numbers from AT&T mobile to xfinity mobile.    One of the phones  was not receiving text messages.  The other phone  would receive them but after a long delay of up to several hours.  This affected only SMS messages and iMessages sent between iPhones were fine.

Tech support was not able to help, despite resetting network settings etc..  I took the phones to the xfinity store and tried a SIM card swap but that didn't help either.. 

On a whim, I decided to suspend the lines, and then reactivate them a few minutes later.  It fixed the text messaging problem for both lines.  

Not exactly sure why that fixed the issue, but I guess suspending the line and then reactivating the line reset the phone's information in xfinity's system somehow.  

You can suspend the line by following the instructions below.  After you suspend the line, you have to call customer support to reactive the line because it can't be activated online.

  1. Go to "My Account"
  2. Click on "Devices"
  3. Scroll down to "Suspend or cancel this line" and click "Learn More"

"If your device is missing, but you're confident you will find it again, temporarily suspend service for up to 14 days to avoid unintentional charges. While your service is suspended, the billing for services and device payments will continue as scheduled."

0

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user_fcd32e

Visitor

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1 Message

3 years ago

I had the same issue starting on 10/17/22 when I swapped over to e-sim. Everything worked except being able to receive text messages. I think it took me 6+ reps over a week plus many hours wasted before I finally got transferred to the right department to solve my problem. The rep that assisted me was part of the xfinity mobile advanced support team. She immediately knew what I was referring to when I told her the issue and got my line provisioned properly after 10 minutes. Ask to be transfer over to the advanced support team. Don't let the regular reps file a ticket or chat on your behalf with the wrong department. The ticket either never gets looked into or things get lost in translation with the regular reps.

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jar_stahl

Visitor

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3 Messages

@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! 

3 years ago

0

user_960823

Visitor

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6 Messages

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

3 years ago

0

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