Mobile data not working on Android

Thank you so much for bringing this to our attention! We can certainly understand how important it is to be able to use all functions available on your smartphones! With that said, we want to ensure that you receive the necessary help to get your phones working properly again! For any specific Xfinity mobile device issues or concerns, we most certainly recommend reaching out to our experts within our Xfinity Mobile teams!
I've included below, their contact information, as they're able to be reached a variety of ways!

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

Please let us know if you have any further questions! 

@user_b39d91​ 

That scares me.  Ive been deciding whether to try tech support again for several hours of my life lost or go to the store.  What scares me about the store help is them just "trying" different things and making it worse.  Ive noticed the LG g8 is still on android 12 and the last update was Sept 2022.  The samsung a13 that is working is now on android 13 and was updated i think on Jan 2023.  

The lg phones all work perfectly except for mobile data (again).  I have a hard time believing the phones r too old to keep using mobile data all of a sudden (almost 4 years of ownership).  Could a lack of software update "turn off" mobile data on XM's system side?  Could XM be trying to cut out LG phones still hanging on in their system. 

What did you end up doing?  Just leaving the store with a crippled phone?

I can get the new samsung s23 for $150-200 after all the discounts and rewards gift cards.  But that's still 500-600 for 3 new phones to replace 3 perfectly fine lg g8's. 

Oh I discovered visual voicemail doesn't work without mobile data.  

I tried a new sim card last time and that did nothing.  The apn in the lg g8 can not be manually changed.  The data plan was "updated" and supposedly fixed this last time so that fix cant b used again.

@user_b39d91​ I have a couple recommendations. First I would try working the problem with lg not xfinity. See if they could be of some help unlocking the apn. My wife had luck calling Samsung when her phone got locked in boot mode. So calling manufacturer might help. Second, if that does not work I would call xfinity back, demand to talk to a supervisor or customer care and request equivalent working phones be sent to you. They changed the apn so they need to give you working phones. Root cause here is you cannot deal with any technical person working in the USA.

@user_b39d91​  I had the same issue where mobile data didn't work, but I could make phone calls and texting worked.    It first happened several months ago and the only way they could fix it was when I went to the Xfinity store and they called level 2 support to realign some of the networks features.  The first time it took over an hour to resolve.  The next time it happened, just a few weeks ago, I went to the same store and got help from the same Xfinity rep and he was more familiar with the issue and called level 2 support right away.  Within 5 minutes the issue was fixed. They were super helpful and I couldn't believe how quickly they were able to resolve the issue.  It happened to me again last night and I called tech support from home and eventually got to level 2 support and they were familiar with the issue. After 1.5 hours of trying to fix it, they were unsuccessful.   I reconfirmed that I was speaking with level 2 support and the rep even said that she reached out to level 3 support but they still couldn't fix it. She recommended that I have the store take a look and see if there was any other settings that they could tweak, so I did that today.  I went to the same Xfinity store, sought out the same rep from the previous two times and he called level 2 support. They tried everything, and were unsuccessful and fixing mobile data.  They even swapped out the SIM card and at one point my phone calls and texting didn't even work, just like what happened to you. Eventually the level 2 support rep noticed a discrepancy in the network features, and fixed it so that calls and texts started working again. They weren't able to get mobile data to work, so I am in the same boat as you. 

What did you end up doing?  My phone (aside from the mobile data issues) works great with WIFI, but not having mobile data really sucks.  I asked if they could give me a good deal on a new phone and they had zero power to provide me with compensation for having a perfectly good phone that no longer works on the Xfinity networks. They did offer a $45 credit to my account for the inconvenience (which I believe was applied today, but unconfirmed).  I am very frustrated that there was NO warning that the LG G8 Thinq was no longer going to be supported by Xfinity and it's very poor service to not give a heads up with plenty of warning, and not have any plans in place to help the customer. This should not happen to a phone that's only 4 years old.  Because of the lack of thought Xfinity has put into this, I am highly considering jumping ship to another provider, porting over 4 phone lines and switching my internet/TV to that same provider that happens to provide 5G services for mobile phones and home internet. 

If you have any suggestions, I am all ears, and need to make a decision quickly as the promo for the Samsung phone they suggested ends tomorrow (3/31/23) if I decide to stay with Xfinity. 

I ended up ordering 3 new samsung s23. Got them last week but still havent activated them. Likely doing that on Saturday.  They were 800 with 500 off (requires 24 month payment plan) and we activated an xfinity rewards before hand for 150 visa card for each new phone. About 50 in taxes for each phone (tax on the 800) so in the end theyll come on to 200 each.   

Fyi, my data on the lg g8 still doesn't work and the samsung a13 still does work.  

I figured if XM fixes the data problem then how long would it last?  Might as well take advantage now and get the s23 for 200.  If the data got fixed for another month or so and all the discounts disappeared then I'd really b screwed.  

And the fact that the g8 hasnt been upgraded to android 13 and my A13 has been was getting me nervous about lack of security updates from lg like they've given up.  The lg was 800 with a 400 rebate back so a new s23 for 200 seems reasonable.  And it is the same size as the g8. I didnt want any bigger.

I should know this weekend if the new phones work.  The A13 has continued to work so im hoping for the best with the replacements.  

@dizzle53​ Currently on phone with xfinity about G8 for the 4th time. They had it working for short period of time 2 of the 3 previous calls. Obvious solution is fix APN. Since there appears no way to do that, I am guessing I am hosed. 

Since XM made no effort to help me at all with a deal or discount on a new phone (given my LG G8 internet no longer worked), I researched my options and ended up jumping ship from XM for 4 phone lines, internet and TV after being a customer for 20 years.  I ended up moving to another cell provider, getting a 3 new iPhones (2x iPhone 14 Pro, 1x iPhone 13) for my family and I got the Pixel 7 Pro. 2 iPhones were free, and the other two phones were on low payment plans.  All phones are part of a 3 year agreement where the phone is paid off with credits each month, and fully paid for after 36 months.  I also signed up for their 5G Home internet with the same company which ends up being $25/month. Plus I will get a $200 gift card for each line that I switched, so $800 total, that I can use to pay my cellular bills.  And on top of that, got the Disney+, Hulu, ESPN+ bundle for free for 3 years, and Netflix Premium for Free for 12 months with the purchase of Paramount Plus annual subscription for $99.   With all of those perks and the fact that all 4 of my phones were already paid off with XM, it was a no brainer to switch carriers. 

Just had another call with them about the LG G8. They were supposed to have sent out a new SIM to try, but it never showed up. When I was on the phone with them they said they want to switch me from 2nd generation plan to 4th generation, which is 5g and $15 a month vs $12. The price doesn't bother me, but what did bother me was that she said once it was on 4th gen plan there was no switching back. So what I ended up doing is having them send me a SIM. They said I should have it by Tuesday, and they will call me at home on Tuesday after I get home from work. I don't have a lot of faith that it will work. As far as switching, I don't know of any other providers that can do 3 phones for $21 a month (not per phone, total). If there is no resolution, I'll plug my sim back into my old LG X-Charge, and sell the LG G8 on ebay, and then buy something else, probably a Samsung. One more thing, I have no store to go to. Closest is 90 minutes away.