Visitor
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3 Messages
Why does Xfinity advertise the "Apple Watch for Your Kids" feature but cannot provide it?
Apple Watch for Your Kids is a distinct service Apple advertises here: https://www.apple.com/apple-watch-for-your-kids/
If you read the content, the idea is that the child does not need a phone/line to have an LTE enabled Apple Watch. The watch is provided its own unique phone number and you pay just the data plan for the watch. This allows you to set the watch up using the adult's phone but the watch will have it's own texting/phone contact information so it's not shared with the adult.
On Xfinity's website it shows you offer it: https://www.xfinity.com/hub/mobile/apple-watch (Half way down under Apple Watch SE).
I was on the chat with 5 different reps and one rep on the phone last night and none of them were familiar with this and said the only option would be to connect the watch to one of our existing lines, thus allowing our child to receive the adult's texts and phone calls. This is not how Apple Watch for Your Kids works. After one rep finally acknowledged that Xfinity doesn't offer this service, but hopes to some day, I had to process a return.
If Xfinity does offer this service, then it would be great to get in contact with a rep who actually understands how to activate it.
From what I gather on these forums and through Apple's website (that doesn't list Xfinity as a provider as I noticed now), it's true Xfinity doesn't offer it and should remove it from the website. Am I correct?
Accepted Solution
LOoc
Visitor
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3 Messages
1 month ago
Hi XfinityBillie, I do not believe that is accurate, based on my experience with 5 of staff at Xfinity.
Xfinity as a cellular provider must enable LTE service for the watch with it's own. If you read the link you provided at the very top it says "You can set up any Apple Watch with cellular for your child or family member, even if they don’t have their own iPhone."
No one I contacted was able to do this at Xfinity, they were only able to add the watch to the adults existing cellular number, which is...again...not what Apple Watch For Your Kids is.
I already purchased a watch through Xfinity, it's currently being processed for a return because no one was able to enable this Apple feature. Again it is NOT Apple that enables it, Xfinity must provide LTE service to the device with its own phone number.
I can try again with customer service, but I already spent over an hour with multiple reps, none of which knew anything about this feature.
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XfinityBillie
Official Employee
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3.6K Messages
1 month ago
@LOoc Thank you for taking the time to reach out to us here on our Xfinity Forums. I have been reviewing the article you provided and I apologize for any confusion. The Apple Watch SE is marketed on our webpage as being perfect to set up with Apple Watch for your kids. This is not a specific device, rather a feature that is offered by Apple. You can learn more about it here. I have 3 kids myself and love the options available to make them having any cellular device safer, as well as the peace of mind if gives me knowing they have a way to reach me. If you are interested in purchasing an Apple Watch SE, I would be more than happy to help you with that request. Just send us a DM to Xfinity Support with your full name and address to get started.
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