vds86's profile

Frequent Visitor

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17 Messages

Friday, October 14th, 2022 12:42 AM

Enabling WiFi calling

So, I came from Verizon Prepaid … overall, the transition wasn’t bad with activating and moving from an older iPhone to the 14. But — I can’t seem to activate WiFi calling… “Sorry, we ran into a problem with your order. Please call Customer Service at 800-922-0204 from a different phone to complete your order. Close this page to continue.”

I’ve spoken with no less than 4 reps on chat (“including advanced support”) and telephone and frankly they are clueless. Reboot telephone, reset network settings, turn off WiFi, have at least 3 bars of service … now they want me to go to a store to ensure I have signal strength and then they can engage third level support? Guess my word isn’t good enough. Who can help since everyone is clearly reading from a script? apparently customer service thinks some folks don’t know how technology functions …

blueman-2

Contributor

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34 Messages

4 months ago

Same issue here.  The solution for me:

1. Put your old Verizon SIM card back in your phone.  Yes, the SIM has been disabled, but just do it. 

2. With the Verizon SIM in your phone, turn on WiFi calling.  Turn it off again.  

3. Put your Xfinity SIM back in and see if you can enable WiFi calling.

The issue is that each provider accesses functions of the phone differently.  For some reason, going from Verizon to Xfinity without doing a network reset or entire phone reset will leave some residual Verizon settings that Xfinity cannot touch.  This causes issues like not being able to turn on WiFi calling.   You might need to also do a Network Reset while the old Verizon SIM is in your phone if the above does not work.  

Good luck

(edited)

vds86

Frequent Visitor

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17 Messages

3 months ago

Thanks. I pulled off the case of the iPhone 14 (Pro) and realized it’s only an eSim so I can’t try this method. Appreciate the help though!

blueman-2

Contributor

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34 Messages

@vds86​ , doh!  [Edited: "Language"]. 

(edited)

vds86

Frequent Visitor

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17 Messages

3 months ago

XM support? Called back today … 3 people, all clueless again. The last one wanted me to activate my eSim and send me an article… HELLO, I just told you voice and data work. Clearly these people don’t listen.  Who should I reach out to Cory Harriger, Greg Butz?

XfinityRay

Official Employee

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1.1K Messages

Good evening, @vds86. Thanks for reaching out about the WiFi Calling on your new iPhone 14. I am sorry this has been such a pain getting resolved and would be glad to help. I also thought @blueman-2's comments were right on but understand they won't work for your device since it has eSim. Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.

Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

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

Visitor

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1 Message

My Xfinity mobile iPhone 14 Pro Max does not allow me to enable wifi calling. Every time I toggle on to enable wifi calling, it shows, "Sorry, We ran into a problem with your order. Please call Customer Service at 800-922-0204 from a different phone to complete your order. Close this page to continue." I contacted several times to enable wifi calling on my iPhone 14 Pro Max that I got from Xfinity mobile. The first time, I spent a few hours with an agent troubleshooting this problem, and finally, the agent told me that she would create a ticket and solve the problem in 24 hours. However, nothing happened over a week! I also talked to them over the phone and did similar troubleshooting, and nothing solved the problem and was told they would call me the next day and it would get resolved. Then, I was chatting with an agent named Ginni just before writing here and did similar troubleshooting again, and Ginni could not solve the problem. While talking with this agent, I felt these agents had no idea about the wifi calling. During the chat, Ginni asked me to contact Verizon because the error message above shows Verizon's number. Ginni later asked me to contact the phone manufacturer! These are the quality of services that Xfinity mobile provides. I have never been a Verizon customer, but the Xfinity Mobile customer service agent is asking me to contact Verizon to solve the Xfinity network problem! Several people warned me not to get Xfinity mobile; now I'm paying the price!

XfinityDena

Official Employee

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986 Messages

I appreciate you taking time out of your day and want to ensure you’re able to get in touch with an awesome Xfinity Mobile expert to help get this resolved. 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. Have you tried calling or texting 1 (888) 936-4968, or reached out to our secure online chat at xfinity.com/xfinityassistant/?channel=xMobile where an Xfinity Mobile expert is available 24/7?

 

Text Message: 1 (888) 936-4968
Phone: 1 (888) 936-4968
Chat: xfinity.com/xfinityassistant/?channel=xMobile

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
DaveO3

Problem Solver

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594 Messages

3 days ago

You may try to suspend and then reinstate your line. This is known to fix some problems such as SMS from phones ported from Verizon where Verizon settings didn’t get removed. 

Best bet is to call XM and ask for this to be done by tier 2 support that has more capabilities. 

Here is an article on suspending a line: https://www.xfinity.com/mobile/support/article/temporary-service-suspension

Have another phone available during this process. 

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