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nicksbarra
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11 Messages

Monday, October 24th, 2022

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Swapping eSIM on two active devices

I've been trying to swap my eSIM into a different active device on my account.  I want my number on my wife's phone and her number on my current phone.  (I ordered the wrong color when buying the new iPhone 14). Obviously it's not as easy as it used to me by just swapping the physical SIM card.  I called in to support multiple times and they said they've swapped the numbers.  On my Xfinity mobile online account it's showing that it has been completed, however, it hasn't.  Has anyone had success swapping eSIMs?  I'm not talking about transferring the old eSIM to a new phone either.  Thanks!

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2 years ago

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BIGKJ

Visitor

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8 Messages

3 years ago

you might want to go into the store for this to have a better resoalaution. 

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XfinityAirelle

Official Employee

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2.8K Messages

3 years ago

Hi there! We have limited access when it comes to our mobile customers, but we can get you to the right place! Can you initiate a chat and start with your full name and address? To start a chat, you must be signed in. Please click the chat icon in the top right of the page next to the bell, and send your message to "Xfinity Support". Talk to you there! -Airelle 

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bluesoft

New Poster

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8 Messages

@XfinityAirelle​ support has not fixed it yet even though I have been trying for over 2 weeks with them

2 years ago

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CCKimberly1

Official Employee

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842 Messages

I can appreciate the aggravations, @bluesoft.

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 888-936-4968, and even reached out to our secure online chat at xfinity.com/xfinityassistant/?channel=xMobile where an Xfinity Mobile expert is available 24/7?

I no longer work for Comcast.

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

2 years ago

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bluesoft

New Poster

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8 Messages

@XfinityKimberlyB​ I will try

2 years ago

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bluesoft

New Poster

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8 Messages

I have tried to contact them and they have not resolved the issue either

2 years ago

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XfinityJohnG

Official Employee

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2K Messages

On this platform we do not have access to mobile accounts for billing or troubleshooting. If you have residential service with us I can submit an escalated ticket to mobile support and have them reach out to you. In order to do that I will need to have you send me a direct message with the full name and complete address for your residential service. 

To send a direct message [private message]:

   Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging

   Click the "New message" (pencil and paper) icon

   The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.

   - As you are typing a drop-down list appears. Select "Xfinity Support" from that list.

   - An "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 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

2 years ago

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bluesoft

New Poster

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8 Messages

2 years ago

I am having a similar issue and have talked with level 2 support 4 times and they have not fixed it even though they say it is fixed.  My iccid is different in my phone and on my account

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