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user_4681ac
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2 Messages

Monday, September 26th, 2022 5:14 PM

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Text Messaging Issues between Iphone and Android users

Ever since switching from Verizon to Xfinity Mobile I can no longer send/receive group text messages from a mix of phone users (Iphone & android). i have no problems sending group messages to all iphone users. I also cannot send anything but text to any non-iphone users (no pictures, gifs, etc). It's very frustrating. Have had several chats & calls with Xfinity and even went to the store without any resolution. Was told at the store that they were putting a ticket in to have my number looked at to see why this was an issue & that I would receive word in 72 hours. It's been 8 days and there's no phone number to call the store to check solution. Anyone been able to successfully resolve the text message issue or is my only option to go back to Verizon?

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2 years ago

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user_4681ac

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2 Messages

2 years ago

Finally complained enough on Twitter that the residential Xfinity team had someone from the xfinity mobile executive resolutions team contact me. After explaining my issues she looked into my account and found that when they switched my phone from Verizon to xfinity at the store they didn’t do it correctly and didn’t have all of the features included. She was able to fix that on her end, I restarted my phone, reset my network connection and was able to text groups again! Now if only this wasn’t after almost 3 months of being talked to like an idiot from customer support as they read from the iPhone instructions telling me to “turn on” mms messaging and then saying I might need a new phone! 

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CCCrystal1

Problem Solver

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528 Messages

3 years ago

Thanks for posting on our Community Forums to let us know about this issue. We are truly sorry to hear this has been your experience so far. We want to help make this right. Have you tried contacting our Xfinity Mobile team over the phone? Unfortunately, we have very limited access to Xfinity Mobile concerns here on our forums. But you can reach our awesome Xfinity Mobile team by any of these three methods:

SMS Text Message: 1 (888) 936-4968

Phone: 1 (888) 936-4968

Chat: https://comca.st/35NWKnh

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user_b1228d

Visitor

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1 Message

3 years ago

Interesting....I am having a similar issue with my daughter's iphone. Recently, she has been unable to communicate with Android phones (since going to college about 100 miles from home). Never had this issue before and we have tried different settings, etc. I am thinking of switching to Verizon since it sounds like Xfinity doesn't have a solution for this issue.

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CCKorie

Problem Solver

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1.1K Messages

Sorry to hear you are having similar issues @user_b1228d. Please reach out to our mobile team directly for help. We'd be happy to look into this for you! You can contact them using any of the methods listed below:

 

SMS Text Message: 1 (888) 936-4968

Phone: 1 (888) 936-4968

Chat: https://comca.st/3dUyjsB

 

 

I no longer work for Comcast.

3 years ago

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user_21db17

Visitor

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2 Messages

2 years ago

Was happily texting in a family group message with several Androids and have been since switching to Xfinity...Tuesday morning it stopped abruptly! I have tried to no resolve all of the resets, updates to OS, turning on and off airplane mode...resetting networks to no avail! I just left the Xfinity store in Salem NH and was basically told I am SOL they do not know how to fix this....I can send text messages to androids and they receive but I cannot get their replies....looks like I will have to go back to Verizon...should have known this was to good to be true :(

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davimus

Visitor

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3 Messages

2 years ago

I'm having a similar issue; I can receive the texts my wife sends me from her Iphone, but when I respond to her from my pixel 7 device she never gets it.  From my phone, the message status is successfully sent.  I've tried resetting both our network settings; I even got so frustrated I restored my phone from a backup.  It's very very odd. 

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lmacmil

Contributor

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235 Messages

@davimus​ Prior to getting iPhones, my wife and I both had Pixels.  Our sons have iPhones.  What we discovered was that if the Pixel was turned off or in airplane mode when an iPhone message was sent, it would never be received.  Apparently had something to do with how messages are stored on the Google servers.  I don't know exactly what the issue was but we never resolved it and eventually got iPhones.

2 years ago

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CCJodie

Problem Solver

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1.3K Messages

@davimus  Hi there, thanks for the post. Sorry to learn about the texting issue. We are limited on what we can do with mobile billing and troubleshooting. Have you tried calling or text 1 (888) 936-4968, or reached out to our secure online chat at xfinity.com/xfinityassistant/?channel=xMobile where an XM expert is available 24/7?

I no longer work for Comcast.

2 years ago

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davimus

Visitor

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3 Messages

I'm calling again now. 

2 years ago

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user_21db17

Visitor

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2 Messages

2 years ago

UPDATE to my Android issues. I did the back to back system updates on my iphone bringing it up to 16.0. It has been noted it takes 24 hours for that to kick in, but that is one of the fixes? As noted in my first post I tried everything possible, and ended up at the Xfinity store which was of no help and they basically admitted they had no idea and didn't think tech support could help me either....well I tried tech support anyway..2.15 hours later passed from Carlos to Angel to Riannha....and mostly having me do to my phone what I had already done with each of them....Riannha took my ICCID number/physical SIM found under about this phone and did "something" she then had me go into airplane mode for 10 minutes and toggle back.....then reset my network settings....within minutes my android text messages started filtering in. All the ones from the past 3 days since this started....now I would love to give Riannha all the credit but I have to wonder...because it was almost exact to the 24 hours since the upgrades. Whatever whoever it was...my phone is now working both singularly and in groups with Android users. My hope is this info may help some of you get resolve! Good Luck.

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user_11fd62

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1 Message

@user_21db17​ having the same problem, as is my husband. We both have iPhones but my whole family as well as some friends have androids. I went through the tech support circus and had it escalated. Spent an hour and 10 minutes walking through the grocery store on the phone with the “escalation team”, repeating the steps that I had already taken no less than twice. Was told that I needed to reset my network settings (again) and turn phone off and then back on after a few minutes. I was told that I would receive a call back in “a few hours”. Still no text messages from non-iPhone users, still no call back from the “escalation team”.

I should mention that I haven’t updated to iOS 16 but my husband has and we are both still having the issue. So I am not convinced that the update has much (if anything) to do with fixing the problem.

If the “escalation team” representative would call me back I would mention this to her as well….

2 years ago

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calbear88

Regular Visitor

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10 Messages

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.

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

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. 

  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."

(edited)

2 years ago

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CCZachary1

Problem Solver

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672 Messages

@user_11fd62 I want to make sure that you reach back out to our Xfinity Mobile team for more assistance. They specialize in all mobile services.

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&linkId=115717101

I no longer work for Comcast.

2 years ago

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user_a86210

Visitor

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1 Message

2 years ago

I am having the same issue with my iPhone & have been trying to get this fixed with Xfinity for 5 days.  All that Xfinity does is take me through the same troubleshooting that I have done at least 50 times & still no fix.  Also it takes me forever to get through on the 888-936-4968 # & it is so frustrating when I do get a live person & they say to restart my phone, which will only disconnect my call.  If this is a known problem why don’t you have a known fix.  I am locked out of other accounts too because I am set up to receive the security code via text & can’t change how I receive it.  Last thing I was told days ago that they will write up ticket & would look into it. 
Looks like I’m switching to Verizon too.

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XfinityAmira

Official Employee

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4K Messages

Hello @user_a86210, thanks for taking the time to reach out to us on our Forums page. We appreciate you being a customer with us, and I am sorry to hear that you're also experiencing similar issues with your Xfinity Mobile service. I definitely understand the need of wanting to get this corrected ASAP.

 

Since Xfinity Mobile support on social media is currently limited, and we only have access to help with general questions about pricing, service offers, and basic troubleshooting available on xfinitymobile.com, please contact our Xfinity Mobile support center through any of the following methods: 

Thank you! 

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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user_fe923a

Visitor

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1 Message

2 years ago

I am having the same issue… So frustrating! Have been with 4 different customer service agent just today…. but Xfinity can’t seem to fix it.

I have done everything they advised… New SIM card, network resets, restarted my phone, etc. 

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user_bb1d72

Visitor

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1 Message

2 years ago

I’m having the same issues. Also can’t do wifi calling. Really bad service 

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XfinitySara

Official Employee

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1.6K Messages

@user_bb1d72 - Thank you for bringing your shared concerns to the community for assistance. We appreciate you for reaching out to us regarding your mobile questions. Since Xfinity Mobile support is limited for our Digital Care Team via social media, we ask that you reach directly out (by call or text) to our Xfinity Mobile Sales and Service team at 1-888-936-4968 for further assistance with your mobile device. You may also use our Secure Online Chat where an Xfinity Mobile expert is available 24/7! Please feel free to create a new post if you have any other questions or concerns.

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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