U

Visitor

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2 Messages

Fri, Sep 30, 2022 1:49 AM

eSim not compatible

I have been on the phone for hours and hours trying to resolve this. Xfinity customer support has done nothing to solve the problem. I now have both my new and old phone that are not working and stuck on “SOS”. Seems to just be a loop of never ending problems. Horrible technical problems switching to XM and nobody seems to know what is going on! I should have stayed at Verizon! 

Visitor

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3 Messages

2 months ago

BUYER BEWARE

Xfinity got caught with their pants down... Apple rolled out the eSim and now 80% of Xfinity service calls are trying to figure out how to make it work, backlogging other types of service calls and hindering their Customer Service points... I know I was one of those unfortunate customers that went into an Xfinity store on the 6th of Sept to order a new iPhone 14 Pro Max Purple.. yay.. :-) received my iPhone 14 on the 20th Sep and went back to the store on the 24th to start the process of transferring my phone number to the new iPhone 14 and wanted to keep and take my existing Xfinity Mobile iPhone 11 Pro Max and give it to my sister with a new phone number..... simple right... "WRONG" right from the get-go but too green at the time to notice there was a question on how to do such action with an eSim.... 5 HOURS....!! Later yes sitting there at that store watching them trying to figure out how to go about doing this type action... Nothing.... they sent me home hoping the Network will fix it overnight... next day "NADA"...!! the iPhone 14 went into SOS mode hence I spent the following week and at least 14 hours on the phone with Xfinity Tier 2/3 C/S trying to get this done ... nothing....! all I have to show for it was an $1100 Brick... so I was at my Limit this morning Oct 1st went back to the Xfinity Store to return my iPhone 14 Pro-Max because they do not know how to activate it... but I had to sit there for other 2.5 hours just to get my old phone number back to my iPhone 11 Pro Max and had to give back my iPhone 14 Pro max with NO other possibility of solving the issue... So,  I asked well I guess I cannot buy and iPhone 14 from XFINITY because you couldn't figured out to do such an action... maybe Xfinity should just stick to Cable TV and let the Mobile Phone Companies do what they do best... So I have no choice but to go VERIZON WIRELESS or another company.. and once I tell them this story they problem say "Oh Again"... ha.. I challenge any Xfinity Employee on this post to say otherwise ... remember it all about the Sale. So yes I can say "Buyer Beware".

Official Employee

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453 Messages

2 months ago

Hello, @user_c597a4! Thanks for posting on our Community Forums. I'm so sorry to hear about your recent experience. I can imagine your frustration and I apologize for any inconvenience this has caused. Just to make sure we are on the same page. Did you contact our Xfinity Customer support or our Xfinity Mobile customer support? Is this the phone number you used 1 (888) 936-4968? 

Visitor

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2 Messages

2 months ago

Update: I have not had a phone since Wednesday sep 28!!!!! I have spent easily 35 HOURS WITH XFINITY “customer support”. Tried to switch over to Verizon today and they told me my number would not “port” because xfinity still had it locked or something. Xfinity has now blamed apple and Verizon who have done nothing wrong for all of this. I tried to return my iPhone 14 pro 3 times now and xfinity will not take it back. They are not giving me any reason whatso ever. Tomorrow the manager of the Verizon store is coming to xfinity with me to ask them some questions. This is an absolute violation of my rights in so many ways. STAY AWAY FROM XFINITY THEY ARE TERRIBLE. I’m going to take this to small claims court for sure. They have taken so much of my time and work from me and my mental health is terrible because of this. Worst experience I have ever had with a business 

Mayme12

Visitor

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10 Messages

@user_c597a4​ i am going through the same thing and they don’t want to take the phone back.  

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