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.