kvanals's profile

Regular Visitor

 • 

3 Messages

Thu, Sep 17, 2020 12:00 PM

Issues renaming device (SIM swap / phone number swap between devices)

Hello all... apologies for the long post.

 

Last Saturday I worked with chat support to do a "SIM swap" between two of my phones.  Additionally, I wanted to rename those devices to swap as well.  Essentially, I wanted to swap phone numbers between two devices on my account.  At the time support said to give things "24 hours" to be processed.

 

As of Monday, I noticed I still could not rename devices from the iOS app or the web page (The iOS App reports "The changes were not saved" or something similar.)  Additionally, I noticed that the two device IMEIs were still tied to the wrong ICCID+phone number.  I called back into support.  After much waiting, someone answered the phone and pulled up my account and then... hung up.  So I tried chat support again, at which point they said that the work done Saturday was done incorrectly and needed to be resubmitted, which they did.  They said this time to give it until Thursday before the IMEIs would match on the web portal / App and subsequently let me rename the devices, as they said the devices were locked until the SIM swap was processed correctly.

 

So... It's Thursday and the IMEIs still don't match what I would expect AND I still can't rename the devices to show the proper name.  I have no interest in calling tech support OR dealing with online chat again, wasting yet more time.  Since I'm already 8+ hours invested in something I've never had to deal with before with any other provider (as usually I just swap SIM cards and everything works fine...), I'm posting here.

 

Am I asking the wrong thing? Can someone from Comcast/Xfinity Mobile help?  Why is this so hard?

Responses

Accepted Solution

Regular Visitor

 • 

3 Messages

6 m ago

Just following up on this, I was indeed finally able to get this resolved.  @ComcastChrisL  thanks for the direct help.

Regular Visitor

 • 

3 Messages

7 m ago

So I was finally able to self-resolve the naming issue, but the IMEIs are still swapped and this just doesn't seem to be something that Xfinity Mobile is able to resolve.  I tried contacting Xfinity via Twitter and was told I HAD to call in.  Since then, I've chatted with two separate agents that said to give it 72 hours to "take effect", but as far as I can tell this is just something they say to make me go away for three days?  Amazing.

Regular Visitor

 • 

1 Message

6 m ago

I'm having a very similar issue.  I initiated the "sim pairing" to the new device from the Xfinity mobile website.  The pairing was successful, but all the device info still refers to the previous device.

How did you end up resolving this issue?  Thx for the informative thread.

New to the Community?

Start Here