wrong phone listed

I can imagine the frustration with your account showing the wrong phone type! I highly encourage you to reach out to our Xfinity Mobile specialty team directly. 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/38slMK0

 

I am confident we will get this sorted out! 

my new xfinity mobile plan shows my iphone 13 pro max as a iphone 12 64 gb model.

I have a iphone 13 pro max. 256 gb model. Bought directly from apple.

Had tmobile service, esim showed correct model.

Xfinity is in sim slot as imei2 and shows iphone 12.

Model # is MLKV3LL/A

tried to activate through chat, rep would not let me activate it without me giving her my SSN in chat. She refused to activate my phone, and 5 minutes later i lost all Xfinity service on home equipment.  Closed chat and made a few high level phone calls to Xfinity.

Went online and activated my iphone 13 and apple watch in less than 5 minutes. Had spent almost 2 hour in chat with someone from outside the US .

Greetings, @grahamc1965. Thank you for bringing your experience to our attention. There are certain guidelines that we have to be followed to protect you (our customer) and this may be why our rep was unable to proceed without that information. However, with that said, I am glad that you were able to utilize the self-service option to get your devices activated! 

 

When it comes to your home services, I am sorry you experienced those issues there. Is everything back online at the moment?