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Visitor

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6 Messages

Tuesday, November 15th, 2022 6:32 PM

Don’t get the iPhone 14 through XFINITY

I bought an iPhone 14 pro max through xfinity as an upgrade from the XS Max but they couldn’t activate it. After having this issue and doing a bunch of research it’s a known issue and I don’t know why they’re selling the iPhone 14 if this is happening. I spoke to 7 different customer support reps both on the phone and via live chat and was told something different every time.

I was first told it’s an apple software issue I couldn’t get an E sim which obviously apple said they have nothing to do with since they don’t distribute the SIM cards. Another rep kept telling me he was emailing me QR codes to activate the phone which not a single email came through. Another rep said it would take 90 minutes and I’d be all set so I waited and nothing. Another rep said there’s an activation request and to wait 12-24 hours which I did and nothing. Another rep said to wait 7-10 business days which now puts me outside of the return period so I’m not doing that (that’s crazy anyways).

I asked to just return the phone then so I don’t get stuck with it and then we got disconnected. I finally got someone else on a live chat today who said they can’t return the device until it’s activated……HUH?!?

So I ask them to activate it but “there’s only so much they can do on their end I just have to wait”. I copy pasted someone else’s solution to the same exact problem except they but an unlocked phone from apple and received the same errors I was and they didn’t want to try that solution and asked me to wait longer which I declined. They finally set up a return for me however my physical SIM card is now listed as the new device and is no longer eligible for upgrade so I had to fight to get a new SIM card for this device. 

I’ll definitely be taking my business elsewhere from now on but if you’re service is currently working and everything is great don’t make the upgrade.

Visitor

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4 Messages

3 months ago

Same boat here. So many regrets about switching to Xfinity. On day 6 of daily, hours-long chats with representatives and still do not have my phone set up. I even got contacted by the executive support team, but they call me at 7am (when I'm sleeping) and don't get back in touch with me otherwise. 

Visitor

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6 Messages

@user_db561c​ 

Unfortunately I doubt they’re actually going to help you. They’re just reading a script out of a call center and don’t actually know anything about xfinity or any of the devices. They’re going to trap you past the return period on the device so be careful!

Visitor

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4 Messages

Update - I've never had agents behave as unscrupulously as Xfinity agents. Every agent makes the situation worse, and once we're past the point of no return ("Okay, now do a factory reset on your phone...), my phone either disconnects from cellular and internet, or my home internet completely disconnects, which immediately ends my contact with the agent and their accountability for what has happened. The Xfinity support folks have royally [Edited: "Language"] me and postponed, if not cancelled, a trip I was supposed to go on today. 

You're completely right about the return period. They accidentally paired the device I'm trying to return with my old device so that it's no longer returnable! They blamed me for this. I'm going to lose my number, too.  

(edited)

Visitor

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6 Messages

I was able to have someone tonight (of course I had to pay for this) create another line for me and set it to activate, which they said would take 1-2 hours and were last that time and it’s not activated and leave a note to delete that line and switch my number into it. I’m not holding my breath but figured I’d try one more thing before the shipping label comes in to send it back. I read way too many horror stories today of people getting charged hundreds of dollars in restocking fees for their devices that didn’t work or being stuck paying for the phone they returned so I have no idea what I’m going to do.

Visitor

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6 Messages

Update, it’s been about 14 hours since I was told my phone will be active in an hour or two. Still not working. Another agent told me they just cleared the errors and to wait several more hours. Of course I don’t believe them. I bet the return label will be in before the phone is active and I don’t live with the main account holder so it’ll have to get mailed to me from them lol

Visitor

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6 Messages

@user_db561c​ I wish I saw your post before I got the new 14 Pro yesterday.. Same issue as you.  24 hours later they can not active my phone when they originally said within 2 hours.. Then support said it would take no more than 24 hours.. and were are 26 hours later and I still have no working phone.

Visitor

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6 Messages

3 months ago

Update, after spending all day again today talking to support reps I finally got someone that knew what was going on and got in touch with tier 2. Tier 2 basically said everything that everyone else tried to do just dug the whole bigger and made it so bad they couldn’t fix it so they got me in touch with tier 3 support. Within 15 minutes of talking to tier 3 my phone is activated 

Official Employee

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394 Messages

Hey there @user_ef9aa1. We are so sorry that you have had to go through this experience. We are glad that you were finally able to get assistance with this! 

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.
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