Visitor
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3 Messages
My phone keeps losing service
I have a Samsung S21 Ultra. Over the past week or so I keep losing service. When I am connected to wifi I am able to make and receive calls as well as texts. However, when I am not on wifi my phone randomly loses service no matter the area I am in, even in areas that previously provided a strong and consistent signal. When I have no service, if my number is dialed it will not even go to voicemail. Turning on airplane mode then turning it off works to restore service sometimes but this is impractical to have to do all of the time.
I went to an xfinity store where they swapped out the sim card multiple times as well as reset all the network settings... nothing worked. They advised me to contact Samsung but I don't really want to be without a phone for what would be at least a couple of weeks. Plus I see that this has happened to others before. So before I go sending my phone away I thought I would reach out to see if this is on xfinity's end.
Now I keep getting messages from various accounts I have (Facebook, credit cards, bank, etc.) that say they will stop sending me text notifications or have deactivated my phone number in my account because they detected a network carrier change. Has there been some change in my account or with xfinity in general that is causing this issue? Can something be reset on xfinity's end to resolve this? Is this a bad update? What can be done? Help!
XfinityBillie
Official Employee
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3.3K Messages
3 years ago
Hello and thank you for taking the time to reach out to us here on our Xfinity Forums! I'm truly sorry to hear of the frustrations you've been having with your service. Due to account security with Xfinity Mobile, our options are limited over social media. Please call or text 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.
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user_4f4ec3
Visitor
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1 Message
3 years ago
I am having the same issue. Has this been resolved for you?
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user_d10489
Visitor
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1 Message
3 years ago
I've been having the same issues over the last month. Even when I'm connected to wifi, I can't get calls, texts, or anything unless I flip airplane mode on-and-off.
Really really frustrating, and impossible to tell when it's happening, for all I know I could be sitting there for many hours without service and nobody can reach me!
There are dozens of identical threads in these forums and no answer, going back what seems like 1-2 years. It is not isolated to one phone manufacturer, this seems certainly like an XFinity Mobile problem.
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user_e42bbe
Visitor
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1 Message
3 years ago
I been with xfinty mobile for many years now and last weeks I am having this issue with Samsung ultra 21 went to the store they swapped Sims still same issue. Called customer service they did a reset same issue. What is happening.
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user_ac8279
Visitor
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1 Message
3 years ago
I am having the same issues!! I am so frustrated! I thought it may be the case, so removed it. No luck! I am starting to regret switching to Xfinity! Never had a problem with Sprint!
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user_89a6a3
Visitor
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1 Message
3 years ago
This is my first day of switching to xfinity mobile and I already lost service three times for hours. Regret my decision. The technical rep can't do anything. Don't even bother. So does theior internet service speed is 1/4 of what I was sold for.
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user_38cf9c
Visitor
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2 Messages
3 years ago
We've been using Xfinity mobile for years and just started having this same problem. We've spent hours on the phone with customer service...all tiers... and they can never solve the problem. I am constantly being prompted to "turn on wifi calling" in order to make calls. This never happened to me prior to the last few weeks. I wonder if they are trying to push more people to use wifi calling and have somehow screwed up their network in the process? One been to the store twice and had the Sim card swapped out, all the resets and tried every other suggestion they've offered. I need my phone to work for my job. I was considering getting a new phone thinking maybe that was the issue but after seeing all the other people affected by the same issue I'm not confident that'll solve the issue. If Xfinity can't figure this out asap I guess the next step is to look into a different carrier. We've been happy with Xfinity up until recently but can't tolerate phones that only occasionally work for much longer.
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user_495671
Visitor
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3 Messages
3 years ago
I'm having a horrible time and have the same problem with poor service and calls dropping all the time.
The service was great but now it's a horrible situation costing me lost business.
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user_f8da6f
Visitor
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1 Message
3 years ago
Same here. Was happy with service until whatever change was made a couple of months ago. Not sure what happened but constant dropped calls, texts stuck on pending, switching airplane on and off several times per day, complete loss of service randomly. It's becoming unsafe as my family will try to contact me but calls will not go through. Looking at going to a new carrier. The savings are not worth it. It's become a joke at this point. Extremely frustrated and would encourage onlookers to avoid this mobile service at this point.
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user_f18c6c
Visitor
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3 Messages
3 years ago
I tried working with xfinity again. They had me restart the phone, check for updates, reset network settings, etc. and still the problem remained. Online support had no idea what was wrong and told me to go back to the xfinity store for yet another sim card change. Ultimately I ended up switching to T-Mobile and have had no problems whatsoever. The data speeds I have now are incredible, so good that I have decided to try their home internet. So the problem wasn't my phone or any settings on it... it was their network.
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Mpatton59
New Poster
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2 Messages
3 years ago
I 100% believe this is not a problem with our phones. I have had Xfinity Mobile for many years and always had fantastic service. Over the past month or so the service is terrible! I almost never have more than 1 bar and a lot of times I have 0 signal. I drop calls just by walking through my house while on the phone. I’ve been in to the Xfinity store, got the new SIM, reset network settings, updated……blah,blah,blah. This is an Xfinity problem. I hate the thought of paying triple but at the moment, I’d rather actually get what Im paying for! This is my home phone, work phone and personal phone. I really need it to operate correctly. So frustrating!
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user_9426e5
Visitor
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1 Message
3 years ago
I've had this problem off and on since signing up. I spent 37 years in the tech field and this is not a phone problem. As far as I know, Xfinity uses Verizons network and I'm wondering if there in lies the problem.
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user_dd6018
Visitor
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1 Message
3 years ago
We've been with Xfinity Mobile for the last two years. Four iphones total, 3 SEs and one 8. Up until about two months ago everything thing was great and we loved the service. However, right about the time Xfinity sent an email out regrading a coming "network upgrade" that "may" require a phone restart this started happening. Exactly the same as others have mentioned here, you completely lose service (no signal) and restarting your phone solves the problem immediately. I've tried updating IOS, resetting network settings, and nothing works. Something is definitely up with the network.
It's really bad that you don't ever know if your phone is working, but the timing of when it happens can be worse. My wife's phone literally cut out right in the middle of a difficult conversation laying someone off. Unacceptable. I'm certainly not going to waste my time chatting with a bot or calling an "awesome expert". If Xfinity is experiencing issues like this they should own it and let customers know they will fix it soon.
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user_fc2ddf
Visitor
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1 Message
3 years ago
Same problem. My gym has horrible signal with lots of dead spots. But when I leave the gym, it's like my phone doesn't realize I'm no longer in a dead zone. I have to restart to get a signal back. It's truly infuriating. This is a new problem that just started within the last few weeks. I'm not going to call support because I know they will be useless.
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user_ca234e
Visitor
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1 Message
3 years ago
Another unsatisfied customer. I have had Xfinity since 2017 with many phones and the last few months has me ready to replace all my Xfinity services. You'd think a simple system update would be no big deal but apparently not. This is frustrating and unacceptable. For the amount of money we pay we should be getting great service across the board but what we are getting is an increasingly stressful [Edited: "Language"] service. Btw I have a Motorola. No discrimination with no service.
(edited)
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