Xfinity mobile failed text messages , inbound and outbound

Been with Xfinity mobile a few years, wife and I both began to notice about a year ago delayed text messages, both inbound and outbound.outbound, with no pattern, would sit at spinning to send and then fail. This would happen with no pattern, because we text ten separate persons in the AM, some would go through, some would not. Sometimes resending would send the message, sometime doing a full powercycle of the phone would send the message, sometimes changing the network ( lte/cdma) would send the message, but with all of these, sometimes they would work, sometimes the would not….we also replaced our sim cards, no change,so i thought the isssue was that we had 4g phones and Xfinity mobile(Verizon) was prioritizing 5g, (i had samsung galaxy s9, she had moto-e) so we both switched to samsung galaxy A42 for Christmas, both 5g phones……seemed great until last week, starting to see the same pattern again, that tells me its a network issue…..(different devices, same result, only common components are our location and the network) our location has 3-4 bars, some days there is no issue, some days there are issues, so the location is a constant, so whats left but the final variable is the Xfinity mobile network… oh, and switching to wifi for data makes not difference either……Ive given hours and hours to Xfinity mobile support, in store, online, on phone, no change………anybody else have the same issue??

Responses

CCSarah

Contributor

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48 Messages

3 years ago

Good morning. We're sorry to hear you've had such issues with your Xfinity Mobile services. Please select the chat icon in the top right-hand corner to send us a chat. Then search for Xfinity Support. Please make sure to provide your full name and service address and we'd be happy to see how we can assist.

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user_68ef27

Visitor

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5 Messages

@XfinitySarahL did all that, spent 4 hrs on phone with support , managed to get services working weakly. had to re-register phone on network about 6 times, with the last having to standing outside in the cold and rain, to get where the phone registered and messages could go through. through my own research, i found to go to the sim card status and pull up the signal, both my wife and I have over -100 dbm signal, yet my kids phones have -63 dbm and -61 dbm

-50 to -79 dBm, then it's generally considered great signal (4 to 5 bars).
-80 to -89 dBm, then it's generally considered good signal (3 to 4 bars).
-90 to -99 dBm, then it's generally considered average signal (2 to 3 bars).
-100 to -109 dBm, then it's generally considered poor signal (1 to 2 bars).
-110 to -120 dBm, then it's generally considered very poor signal (0 to 1 bar).

Why is that ? My kids have a better signal & their 4g phones are 2-4 years old, and my wife and I have new 5g phones, yet their's has better signal? I checked the signal in the same place in the house for all four phones...

3 years ago

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XfinityJustinC

Official Employee

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1.2K Messages

Hello. Thank you for reaching out to the Xfinity Community Forum, and for being part of the Xfinity Mobile family. This isn't the experience we want you to have with your cell phone, I appreciate all the information you have provided in regard to the steps you have already taken. Due to account security our options are limited with Xfinity Mobile accounts over this platform, we do partner with our wonderful Xfinity Mobile experts and I would be happy to reach out to them to have phone connection issues investigated further.

Please send us a private chat, using the below instructions:

(Full credit to @BruceW for this excellent explanation!)

"Search for Xfinity Support" won't work. To send a "Peer to peer" / "Private chat message" message to Xfinity Support:

• Click "Sign In" if necessary

• Click the "Peer to peer chat" icon or https://comca.st/3wjbsKk

• 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

See https://comca.st/2Uwyujs for an example.

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

3 years ago

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user_68ef27

Visitor

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5 Messages

@XfinitySarahL

Any reply to my last comments?

3 years ago

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XfinityDemitrius

Official Employee

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1.8K Messages

Are you having issues with the wireless signal from your In-Home Wireless Network or having issue with cellular reception?

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

3 years ago

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user_68ef27

Visitor

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5 Messages

having issues with the wireless signal from cellular provider Xfinity

3 years ago

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A

alsweeney

Visitor

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1 Message

3 years ago

Same. I'm on a Galaxy S21U. Randomly won't send txt. I can swap to a different sim/network and no issues.

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XfinityAlfonso

Official Employee

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1.6K Messages

Hello @alsweeney thank you s much for reaching out and letting us know about these similar issues with your S21U. Please use the information below to send us a peer-to-peer message and we will help in any way we can.

To send a "Peer to peer" ("Private") message:

Click "Sign In" if necessary

• Click the "Peer to peer chat" icon

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

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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

3 years ago

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user_b85e77

Visitor

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1 Message

3 years ago

Any updates on this? Wife and I swapped from Verizon to Xfinity Mobile to save loads of cash, she an iPhone and me a Pixel 3a. Both of us are seeing messages fail to deliver or straight up fail to be received. This is worst in group messages (MMS for Android). The error for sending shows up as "Not Sent, Invalid Address" which can be resolved by going into the settings for the message and force resending. Google help says to Clear Cache, Force Stop, and Reboot. Those temporarily work but don't resolve the receiving messages issue and the sending message issue continues sporadically. I've tried resetting the Network Settings to Default and no dice.

Our phones are both old... but the sim cards were swapped fine at the Xfinity Store. I was thinking that the phones were still trying to send and receive messages over the Verizon network, but that wouldn't make any sense.

Thanks.

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user_68ef27

Visitor

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5 Messages

@user_b85e77 I switched phones to S21, but still see issues. not sure what else to do

3 years ago

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XfinityGabby

Official Employee

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1.5K Messages

Hello @user_b85e77. We appreciate you taking the time to reach out to our Digital Care team. We do have our specialized team that can assist with your Xfinity Mobile inquiries. You can reach out to them by the following options:

• SMS Text Message: 1 (888) 936-4968
• Phone: 1 (888) 936-4968
Chat: https://comca.st/3cBQqCh

(edited)

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

3 years ago

0

Plan

user_68ef27

Xfinity mobile failed text messages , inbound and outbound

CCSarah

user_68ef27

XfinityJustinC

user_68ef27

XfinityDemitrius

user_68ef27

alsweeney

XfinityAlfonso

user_b85e77

user_68ef27

XfinityGabby

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