M

Visitor

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5 Messages

Wed, May 19, 2021 12:35 AM

New Series 6 Apple Watch Not Able to Add Cellular

I have had the absolute worst time with customer service via phone and web chat since I began my service with Xfinity Mobile. Now, today I bought a brand new Apple Watch from the Apple Store, and I want to set up cellular service on my Watch. I proceed through the Watch app on my phone, to Set Up Cellular. Once I get to Step 1/4, enter my Xfinity Mobile credentials, it says “Sorry, it looks like we’re having technical difficulties. Please try again later.” I have done everything to try and fix this, unpair and pair again, reset the watch, update the phone and watch. Customer service over the phone/chat has been no help. 

Visitor

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5 Messages

5 m ago

@ComcastChrisL please Help me

New Poster

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4 Messages

5 m ago

I am having similar issues activating my mom’s new series 6 watch. We specifically purchased this because she is disabled and having the cellular on it brings peace of mind she can contact help. 

Visitor

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2 Messages

4 m ago

I am having the same issue with mine and my wifes

Official Employee

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189 Messages

Hi @user_1ae389

I appreciate you sharing that you are experiencing issues with yours and your wife's Apple Watch. I know any sort of service issue is never enjoyable. We have some specially trained, dedicated Xfinity Mobile experts in our forums. You can use this link to reach them directly. (https://comca.st/3cC6xxd) :) They also work via Twitter using the handle @xfinitymobile and on Facebook too (https://comca.st/3vXjsBa) If calling works better feel free to call us at (888) 936-4968.

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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14 Messages

3 m ago

Except for one person in their advanced department (her name is Angela) in Spokane Washington, Xfinity mobile support has been next to useless. I was hung up on twice yesterday after trying to get an update on my case which is my series 6 got deactivated and can’t reactivate. I’ve literally tried everything and almost feel as I know as much about trouble shooting as their support people do. The unpair/repair/reset network settings…has been done MANY times and at this point I’m also on the verge of switching carriers. Yes XM is a great deal but, you are not getting full access to “working services” A third tier 2 rep yesterday was nice but, condescending and said it was my prerogative if I want to switch carriers…no insight as to fixing my open ticket only to say someone will contact me. No one has…

Visitor

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14 Messages

@user_bcc6f8 

So goodbye for now Xfinity mobile. Your customer service was horrendous! Both you and Verizon could not figure out how to reactivate my Apple Watch series 6. I got a great deal at another provider and the watch set up perfectly with no problems. Perhaps you should look into this issue more or you most certainly will lose more customers.

Visitor

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2 Messages

2 m ago

I have had the exact issues. Hours on the phone with 10 different specialists, and then an in-store visit. There I was told it was a ‘SIM card’ issue and my watch ‘didn’t have one’ (obviously the card is digital, not physical like a phone’s). So I took it to apple, and they shipped it to their service team. It came back saying: it’s in perfect condition, try your provider. I have no idea what to do. 

Visitor

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14 Messages

@user_ad9386 

Unfortunately this is an Xfinity mobile issue and apparently a known one. My case is now with tier 3 which I believe is Verizon and they are the only ones who can add a watch… as I said before the price is right with Xfinity mobile but not if you only get half the services. Hopefully my case will be resolved this week; it will be over two weeks

Visitor

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14 Messages

@user_ad9386 

So goodbye for now Xfinity mobile. Your customer service was horrendous! Both you and Verizon could not figure out how to reactivate my Apple Watch series 6. I got a great deal at another provider and the watch set up perfectly with no problems. Perhaps you should look into this issue more or you most certainly will lose more customers.

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