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user_0d6c40
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Saturday, May 21st, 2022

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phone activation issues

I've been trying to activate my iphone for 6 days. I ported the number from verizon and everything on their end wend smoothly. The iphone continues to display a message "iphone is not activated contact your carrier if this problem continues to occur.' I've called customer service 3 times for a total investment of about 3.5 hours. Then I used online chat. Each time, I get walked through the same steps that do nothing to fix the issue. The first rep sent another sim card (which arrived 3 days later than promised) and the same issue persists with the new sim card. Anyone able to help? This is an FCC violation and I'm willing to take my complaint there and to move my service to another carrier (along with my cable/internet when I go) but I'd rather get this resolved. 

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3 years ago

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XfinityDilary

Official Employee

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2.5K Messages

3 years ago

Hello, @user_0d6c40! Thanks so much for posting on our Community forums for assistance. I am sorry to hear you have not been able to get this resolved. This is not the experience we would like you to have. Could you please send our team a private message with your full name and full address? Our team can most definitely take a further look at this issue.

 

To send a Direct Message:

Click "Sign In" if necessary

• Click the "Direct Messaging chat" 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. 

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tazman47

Visitor

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8 Messages

3 years ago

Tier 1 agents either on chat or call wouldn't help at all. They all made me repeat the same thing on and on from the beginning and transferred me to someone at Tier 2, the advanced team(?). Tier 2 couldn't do anything better and ended up saying to wait another 25 minutes, 50 minutes, 4-5 hours, 24 hours, 48 hours, and 72 hours max. I would call, not get on chat, ask Tier 2 right off the bat, so they elevate the issue to Tier 3. For whatever reason, Tier 3 is not directly available for customers. At least, that's what a manager-level customer rep said.

9 DAYS of HELL with over 2 DOZEN AGENTS for ACTIVATION

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CCLuis

Problem Solver

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493 Messages

Greetings, @tazman47. Thank you so much for bringing this experience to our attention. This is definitely not the experience we want for any of our customers and it's this type of information that helps us look at what we need to do in order to get better at the overall experience we aim to deliver. With that said, we truly appreciate you giving us the opportunity to be your service provider and I want to thank you for sticking with us throughout this entire process. I don't like to assume, so I will ask, were we able to get that line transferred and taken care of for you? 

I no longer work for Comcast

3 years ago

0

user_8ad21a

Visitor

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1 Message

3 years ago

I just upgraded my galaxy s20 to a s22 ultra and it has been "activating" for over 6 hours now. How long does this usually take? 

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CCAbbie

Problem Solver

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1.4K Messages

@user_8ad21a Hello! If you are still having activation issues, 

 

Xfinity Mobile support via social is currently limited, and we only have access to help with general questions about pricing, service offers, and basic troubleshooting available on https://comca.st/3Oh1L7Y.

You can contact our Xfinity Mobile support center via any of the following methods for account specific issues:

 

I no longer work for Comcast.

3 years ago

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mghyw

Visitor

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5 Messages

3 years ago

My 2 google voice numbers have been transferred to Xfinity Mobile finally. 1 GV took 2 days to be transferred and the other one took more than 1 week to be done. During the waiting time, I have been contacting XM agents for many many times.  But they were not that knowledgable to understand the issue, just asked me to wait.

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CCTyler1

Problem Solver

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409 Messages

Hello, there! Thank you for bringing this to our attention through our Forums, and thank you for your patience while awaiting our response. I understand that you have been trying to take care of some business, regarding your mobile account with us, and I'm so sorry for the time it has taken to have your concerns addressed. 

 

Although our Digital Care Team is quite limited on the support we can provide to our mobile customers, we can definitely point you in the right direction! I went ahead and attached our mobile team's contact information below. I hope this is helpful, as I know that any one of our mobile specialists will be more than happy to get to the bottom of this for you. Is there anything else that we can help you with, in terms of our residential services?

 

I no longer work for Comcast.

3 years ago

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