super56k's profile

Visitor

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10 Messages

Wed, Sep 21, 2022 8:19 PM

Major issues trying to activate iPhone 14 since Friday 9/16 resulting in loss of cell service for six days and counting

I'm going to be very up front here. Someone at Comcast needs to get in touch with me. I will provide my account specific information as requested, and you folks need to get back to work on resolving my activation issues and then get in contact with me once there's something I need to check or do. As of this morning I tried network resets, phone restarts, and toggling air plane mode based on that stickied SOS activation post. It does not work. I have sacrificed many hours chatting, calling, and visiting stores. It's time for Comcast to pick up the slack here and get this figured out without swallowing up my days waiting on hold or standing around in a store while they wait on hold with support. More information provided below on the struggles with support to this point, and some technical details I've recalled that will hopefully help resolve this for good.

I'm beyond tired of reaching out to support via chat/phone/store and starting the process over every time. I have already wasted hours each of the past six days with support. I have had no choice but to do this because full loss of cell service has my life upside down. This includes two separate trips to an Xfinity Store where it took 90 minutes one time and two hours the second time while they themselves had to call in to phone support and wait on hold to work up through to T2/T3 for activation. I cannot stress how painful this is becoming to have to start this all over again each day. I have other things I need to be doing that are not getting done because of this. I have people who are calling my number and can't get through or leave a voicemail because of this. They're texting and thinking I'm just ignoring them for days.   

I have only had working cell service briefly since first trying to activate the iPhone 14 on Friday 9/16. Yesterday at the store someone at T2/T3 level over the phone managed to get it activated with working cell service at 4pm with a QR code they sent the store associate, but by 5pm it had lost its activation and was back to SOS no signal. The phone still shows that Xfinity Mobile esim downloaded and present, but nothing works.

This morning I spent nearly two hours on the phone with XM support, and she got stuck waiting for T2/T3 for so long that I was pressured into getting off the line for a call back when those higher tiers were available. Big mistake on my part. Unsurprisingly, it's over four hours later and I never got that callback with continuation of support. Based on what she said, the esim's ICCID on my phone is showing different than what they had in the system? It's using the same esim that the phone was activated with yesterday at the store, but an hour later it quits working?

One thing to note is that T2/T3 person while I was in the store said they were putting in a separate ticket to clean up some issues in my account dashboard because it was still showing my old cell phone and not listing the new iPhone correctly at all. A comcast chat support person had also "paired" the SIM of my old phone with my new iPhone 14 on Monday of this week during another marathon support session. The T3 person was confused at that, because it was not the correct thing to do anyway. I suspect that yesterday evening someone got in there fixing those things based on the T3 ticket and that kicked the phone off the network again as part of it. My account dashboard does now correctly show only the new iPhone as my device, but, again, it lost service at 5pm and still doesn't have it nearly 24 hours later. Also weird, at around 8pm last night I got an email with subject 'Your Phone Number is activated on a new device' and had a link to click to download the esim. Except.. .it was already activated earlier that day in the store and had an esim downloaded when it did. I am so afraid at this point to modify much of anything because who knows how much longer this might drag out as a result of this. So I've thought about deleting the esim on the phone and trying that activation again, but, I've been through days of this before where that esim activation fails or says its expired and don't want to undo what the T2/T3 person accomplished Tuesday in the store to get it working for that one hour.

When it was working for an hour yesterday I thankfully created a free Google Voice number so that I could at least get in contact with people I needed to let them know what was going on and to make calls (like calling Xfinity Mobile support this morning) using the internet. Because again I haven't had working cell service for six days and we're heading into day seven tomorrow.

So again, I need someone to contact me, collect account information needed, and get to work on this without me having to go through the pain of starting the support process fresh each day and eternally waiting on hold while they make ridiculous promises about how it'll be fixed and working very shortly. And then you can call me at a Google Voice number I will provide for updates/resolution/things to try on the phone specifically once you think it's fixed.

Visitor

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10 Messages

2 d ago

No one has reached out or tried to offer assistance since posting this. No emails, no call back from the many other previous support sessions. I have had no working cell service at all since it was last "fixed" in a store with help from T3 phone support last Tuesday at 4pm. I lost cell service just an hour later on Tuesday at 5pm and that's how it's remained through tonight.

Since no one at Comcast cares about my/our issues, I had to try something on my own. I went and ahead and reset my phone, removed the esim that didn't work anyway, then clicked through the email link I had received Tuesday night at 8pm to download the esim and scan that to set up cellular on my phone again.

Surprise, surprise none of that works. When scanning that code I get the same thing it's been doing all the other times I've tried: Cellular Plan Cannot Be Added. This code is no longer valid. Contact your carrier for more information.

I need someone from Comcast to reach out to me to manually approve a return of this iPhone 14 I was sold. Policy states I can't return a device upgrade on an existing line for refund, but, seriously, this is worse than a paperweight right now because it's caused me to completely lose cell service for going on eight days and waste over twenty hours fighting with support to fix an issue that's clearly on your end that at this point is no closer to being resolved as it was on Friday 9/16 when all this crap started.

(edited)

Official Employee

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200 Messages

@super56k 

 

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. Please  reach out to are mobile colleagues via:

 

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

Official Employee

 • 

200 Messages

@super56k​ 

 

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. Please  reach out to are mobile colleagues via:

 

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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10 Messages

@XfinityOrlandoM​ And what should I do when, as I detailed, I've already spent days on end and over twenty hours working with "awesome Xfinity mobile experts" and they cannot resolve the activation issues? The last person who worked on my account made it worse by modifying things he shouldn't have, and promised a callback and continuation of support that never happened. 

Will someone please take the initiative here and get me in contact with someone who can make this right? I've seen other replies here where the Xfinity rep promises to look into it and asks for account information. Why do that for some, but not others (like me)?

(edited)

Official Employee

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200 Messages

@super56k​ 

 

You are going to need to reach out to the mobile team, as we do not have access to the mobile side of Xfinity we only handle your residential services.

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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10 Messages

@XfinityOrlandoM​ 

And what about this: https://forums.xfinity.com/conversations/xfinity-mobile/iphone-14-problems/632cf87448c60d55e60536f0

" I can understand the frustration and we always want to do what we can to help. Since you have tried chat and phone multiple times we can look into getting you into contact with a mobile agent who can help. If you would like to do that, please direct message your name, address and mobile phone number. "

Why make exceptions for some but tell me to pound sand and waste more hours of my time with XM support when I've already sunk 20+ hours working with them and they continually fail to resolve the issue? I really need to be put in contact with someone that will actually be willing to see the sheer ridiculous of the cycle I've been in and offer a helping hand and be willing to follow up with me periodically to let me know what's going on and why I've been without working service for nine days. Preferably someone in a supervisory role over these technicians who will NOT allow them to just give up after a while and leave me hanging for another day forced to start the process all over.

Could that helping hand be you, Orlando?

(edited)

Visitor

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10 Messages

1 d ago

Can anyone from this company checking these forums chime in here and maybe offer some guidance to get me out of this ongoing terrible support experience? Or put me in contact with someone who will actually take ownership of the problem and get it resolved? Even if that means providing me a full refund and helping port my number away from this broken service. It's eight days and still no working cell service after trying to upgrade to the iPhone 14 on Friday 9/16. XM support people keep dead-ending me despite wasting over 20 hours of my own time at this point.

I called this morning trying to initiate a return and full refund of the phone and found myself speaking with an advanced tier person after wasting an hour with someone else before being transferred. No phone return process started through it all.

This guy seemed to know what he was doing, saying he was advanced tier, and saw issues he felt would fix it for me and complete activation of the phone. He said there were a bunch of sims clogging my account causing errors in their system which was preventing him from activating the iPhone 14. Sounds like it was filled with a bunch of garbage from past support calls and all those different people messing with my account in the back end trying random ways to activate service. 

Whatever though, if he's so sure he has the solution then try it. After another 60 minutes of waiting around and him putting me on hold repeatedly they'd come to the conclusion that I would need a new temporary number to activate and use while they worked out all the issues with my current phone number. Said he was going to push through that activation and get me going with a working phone today. That would be a step in the right direction at least, but I told him I absolutely have to maintain my original phone number because it's tied to so many accounts and services that I currently can't even access due to two-factor SMS needing to go to that number. He promised me it would just be temporary and then it would transfer back to my original number once the errors are cleared out.

But then it didn't work out. Delays and holds again while I'm sure he ran into more errors and unknowns. This guy also messed up my account worse by device pairing my new iPhone 14 with the sim from my old phone. This is what a tier 3 person put in a ticket for to be "fixed" last Tuesday evening. That was when my phone only worked for an hour after leaving the store, and that account cleanup ticket removing the pairing very likely caused me to lose the activation then even.  But now this guy today decided all by himself to re-introduce that messy situation of device SIM pairing. Yikes.

Shortly after all this he basically forced me off the phone saying the wait times were too unknown/long on the temporary number activation and that he would call me back. He kept cutting me off by putting me on hold while I was trying to explain that I did not want get off the line because Comcast never follows up. I know that lie. I explained to him he is not even the first person this week to promise a callback, and to this point I've never had someone follow up and continue the support session despite their promises. He was adamant that he was not one of those people and gave me his first and last name and employee ID. I am by this point extremely dejected because I've had so many days in a row of this garbage without anyone stepping up to make it right or seeing it through during the support call. Another two hours going in circles. I've also learned to recognize with Comcast support when you're straight up being dead-ended and they're not going to keep you on the line regardless. So I finally agreed on a callback. 

So this guy, after his big spiel about following through to its resolution, called me back once about an hour later to say they were still waiting on something to go through. Like a ten second phone call. That last "check in" was going on four hours ago now. This dude surely has ended his shift and gone home as I first started talking to him over six hours ago this morning.

How you can you be this miserable to your customers? Comcast/Xfinity Mobile, is this the kind of customer support you're proud to be providing us?

Visitor

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7 Messages

7 h ago

XM should be ashamed of themselves!

XM should train their call center reps in India to follow through with what they say they can do, and not hang up on customers.

XM should be giving huge discounts to those of us who are being held hostage without the use of our phone lines due to their inability to activate the new iPhone 14s.

XM customers who are dealing with this fiasco should band together and file a class action lawsuit, based upon the FCC rulings of having numbers ported over and active within 24 hours. I am currently on day 4, have been told many numerous lies, have been hung up on, etc. 

XM will be losing me as a customer who spends over $650 a month on cell, internet and home security services. I have had enough. 

XM: you SHOULD BE ASHAMED!!!

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