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user_24252f
1st Topic

Visitor

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4 Messages

Sunday, December 11th, 2022 7:26 PM

Closed

Xfinity Mobile App and website show my device was not activated

I'm coming to this forum as the last resource to resolve this issue as the Xfinity Assistant (chat) is unable to help with this issue and it also says "Due to an ongoing third party issue, we’re having trouble offering support on the phone", which it true. I called Xfinity and nobody answers.

My Xfinity Mobile was successfully activated a few days ago over the phone with an agent assisting me. I have an iPhone 14 Pro with eSim and it is working fine with Xfinity Mobile.

However, the issue is when I access my account either via the Xfinity Mobile App or the website. It shows my line and device as not activated and it is unable to retrieve my data. See screenshots attached.

If I tried to activate my device/line clicking on the "Get Started" button, I get the error message "Sorry, we ran into some technical issues" (screenshot attached).

Does anyone else here had this issue or is experiencing the same issue?

I don't think there is anything I can do on my side to fix it. This appears to be a problem on the Xfinity Mobile side but their support at the moment is inexistent.

Unfortunately, the attachments on this forum is also not working. When I try to attach an image I get the message "Sorry, we ran into some technical issues". I already tried 2 different browsers.

Question

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Updated 

2 years ago

1.3K

3

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XfinityThomasC

Official Employee

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2.5K Messages

2 years ago

Hello @user_24252f! Thank you for reaching out for help with Xfinity Mobile service, via our Xfinity Community forum. To receive customer support, you'll want to reach out to our exceptional team of Mobile experts. Support information can be found here: https://www.xfinity.com/mobile/support/article/what-type-of-support-does-xfinity-mobile-offer#:%7E:text=Text%20an%20Xfinity%20Mobile%20Specialist

If there are issues with the phones 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

 

Thank you for participating in our community.

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user_a833c0

Visitor

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10 Messages

2 years ago

Honestly I'm to the point where I think Xfinity mobiles customer support they don't know how to do it they can't help with anything apparently they can put a Band-Aid over it and cover it up though until next month at least that's what they're doing to me

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user_24252f

Visitor

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4 Messages

@user_a833c0​ 

You are definitely correct. I lost count how many times I call customer service and I still have the problem. Last time they said they have identified the issue and it would take only 20 minutes for me to see my account information in the Xfinity Mobile App. It's been over 24hs and nothing was changed.

Not to mentioned it took them almost 30 days to active my line. At this point I feel like they just want me to leave and go to another carrier.

2 years ago

0

XfinityEmilyB

Official Employee

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2K Messages

Thank you for keeping us posted, @user_24252f and we definitely want to make sure you're able to get the support you need! I rely on my cellphone service every day so I can't imagine how stressful it is not having access to your account. 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. I want to ensure you’re able to get in touch with an awesome Xfinity Mobile expert to help get this resolved. You mentioned try to chat and call, but have you tried texting 1 (888) 936-4968 where an Xfinity Mobile expert is available 24/7?

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

0

user_24252f

Visitor

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4 Messages

I called 2 days ago and talked to a tier 2 agent. They know what the problem is and created a ticket to work on it. However, it's not been resolved yet. It appears they don't know how to fix this issue. It's very frustrating. 

2 years ago

0

CCTimothy

Valued Contributor

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406 Messages

I'm so sorry you're still having this issue, @user_24252f! I know this was a couple of days ago, but have you seen an improvement in app access for your Xfinity Mobile account? 

I no longer work for Comcast.

2 years ago

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user_39b57e

Visitor

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1 Message

2 years ago

Hi, I run into the same issue as you did, took almost 30 days to activate, then not showing on my account, just wondering if you have any chance get it fixed...

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user_24252f

Visitor

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4 Messages

@user_39b57e​ I left Xfinity Mobile because of it. Note, I also had issues when transferring my number from Xfinity Mobile to my new carrier because when I asked them to close my account they said we cannot close it because it wasn't activated. So, I had to explain again that is the issue I was having for over a month and they couldn't fix it and that even though their system is showing my line as not activated, I was calling them using my Xfinity Mobile line and I was been charged for it.

They were forced to resolve this issue so that I could transfer my number to another carrier otherwise I would be stuck with them indefinitely.

2 years ago

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