Second eSIM for iPhone 14 Pro Max

Last month I purchased with a 2 year contract new iPhone 14 Pro Max for my current line in Xfinity and everything was perfect until today. I need a second phone number for my job for this device and when I asked your agent to add one more unlimited line on my new device I got the info that you can't do this because you can add only one line per device. I don't understand.. why you can't do this?? I want to pay more money to you as my current carrier? Why you can't add one more line for my new iPhone??

Responses

CCChristopher

Problem Solver

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577 Messages

3 years ago

Hello and thank you for reaching out over our Xfinity Community Forums. I am so sorry to hear that you are having this negative experience trying to add a line to your Xfinity Mobile service. That would definitely be frustrating, and we would be more than happy to help in getting to the bottom of this once and for all.

Our Xfinity mobile service actually has its own specialized support team, who are specially trained and equipped to assist with any Xfinity mobile related questions or concerns. For Xfinity mobile assistance, I would recommend reaching out to our incredible Xfinity Mobile support team, and they would be more than happy to assist you in answering any questions regarding adding a line, and in getting all of your questions and concerns resolved once and for all!

You can reach our amazing Xfinity Mobile support experts by calling or texting 1 (888) 936-4968, or via our secure online chat at https://comca.st/3QLkqKG where an Xfinity Mobile expert is available 24/7. Please let us know if there is anything else we can do to help. We are also here 24/7 and always more than happy to help a valued member of our Xfinity family in any way we can! -Christopher

user_acc278

Visitor

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2 Messages

@XfinityChristopher Why you wrote that your personal can fix the problem? Because of your policy they can't. That's an answer from your agent from chat: "I understand you want to pay more to add a line and I genuinely wish to help you however the system won't allow us to do this because we are unable to add a new line on the same device if it is purchased on device payment plan."

3 years ago

CCChristopher

Problem Solver

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577 Messages

@user_acc278 Hello and thank you for reaching back out. I sincerely apologize for the confusion, and that you have still been unable to get that line added to your existing phone. Our Xfinity Mobile cellular service is again a totally separate, stand-alone service from the Xfinity residential services we support here, and therefore we are unable to access any Xfinity Mobile accounts, billing or policies. Because of this, as mentioned above, our incredible Xfinity Mobile support team is specially trained and equipped to answer any questions regarding Xfinity Mobile and their policies for adding a line.

I apologize for not being more clear, I didn't state they can definitely get a line added for you, as again we are unaware if that specifically is possible, or of their specific policies on adding a second line, I just mentioned "they would be more than happy to assist you in answering any questions regarding adding a line", because again we don't know exactly what the rules are, and you would need to speak directly to and Xfinity Mobile expert to learn more. I truly wish you the best in getting the assistance you need, and getting your Xfinity Mobile phone lines setup as requested. Please again let us know if there is anything else we can do to help! We are here 24/7 and always more than happy to assist a valued member of our Xfinity family in any way we can! I hope you have a wonderful rest of your Monday and week, best of luck with your Xfinity Mobile concerns, and we look forward to speaking with you again next time! -Christopher

I no longer work for Comcast.

3 years ago

user_570921

Visitor

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2 Messages

2 years ago

Go to google fi for your second line. Its significantly faster...works with esim...and isnt terribly expensive for unlimited everything (did I mention SIGNIFICANTLY faster...its basically T-Mobile but through google fi). No contracts either.

DaveO3

Problem Solver

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772 Messages

2 years ago

Very interesting! Up until recently we were not able to have two XM lines on one phone because of CDMA provisioning used by Verizon and XM. Well guess what, iPhone 14 and the iPhone SE 2020 don’t even have CDMA, so that issue no longer exists. There should no longer be any reason for XM not allowing a second line on any of their phones that is equipped for more than one line, especially since they aren’t giving you a device incentive.

In fact, since you bought your phone with the 24 month payment plan, your phone is locked to XM so you can’t even add a line from another carrier until you pay off and unlock your phone. So, advantage XM!

The real problem is that basic customer support probably does not have the skills or authority to add an eSIM yet, nor does their software or App allow us to do this yet.

You will need to call support and get transferred to level/tier 2 support who might be able to help you.

Good Luck

(edited)

user_570921

Visitor

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2 Messages

@DaveO3 yeah I'm using a different phone to be fair. Galaxy fold 3 that is still on payment plan. I can actually have both lines active at the same time. It's weird. 2 sets of logos and signals. Pretty cool to do. Totally agree that support will be borderline impossible to accomplish this though. Just getting my wife's iPhone 14 pro max activated and on the right line was a nightmare. Literally took days to accomplish. Back to the original thought of having two carriers on a single device though is definitely possible. Likely so much easier with an Android though. Or even an iPhone 13 that would have a physical sim plus the ability to have an ESIM. That's actually what my setup is. Physical sim for Xfinity and e-Sim for Google Fi.

2 years ago

Plan

user_acc278

Second eSIM for iPhone 14 Pro Max

CCChristopher

user_acc278

CCChristopher

user_570921

DaveO3

user_570921

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