1 Message

Sat, May 21, 2022 2:07 AM

phone activation issues

I've been trying to activate my iphone for 6 days. I ported the number from verizon and everything on their end wend smoothly. The iphone continues to display a message "iphone is not activated contact your carrier if this problem continues to occur.' I've called customer service 3 times for a total investment of about 3.5 hours. Then I used online chat. Each time, I get walked through the same steps that do nothing to fix the issue. The first rep sent another sim card (which arrived 3 days later than promised) and the same issue persists with the new sim card. Anyone able to help? This is an FCC violation and I'm willing to take my complaint there and to move my service to another carrier (along with my cable/internet when I go) but I'd rather get this resolved. 

Official Employee


263 Messages


Hello, @user_0d6c40! Thanks so much for posting on our Community forums for assistance. I am sorry to hear you have not been able to get this resolved. This is not the experience we would like you to have. Could you please send our team a private message with your full name and full address? Our team can most definitely take a further look at this issue.


To send a Direct Message:

Click "Sign In" if necessary

• Click the "Direct Messaging chat" icon

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line

• Type your message in the text area near the bottom of the window

• Press Enter to send it. 



7 Messages


Tier 1 agents either on chat or call wouldn't help at all. They all made me repeat the same thing on and on from the beginning and transferred me to someone at Tier 2, the advanced team(?). Tier 2 couldn't do anything better and ended up saying to wait another 25 minutes, 50 minutes, 4-5 hours, 24 hours, 48 hours, and 72 hours max. I would call, not get on chat, ask Tier 2 right off the bat, so they elevate the issue to Tier 3. For whatever reason, Tier 3 is not directly available for customers. At least, that's what a manager-level customer rep said.


Official Employee


320 Messages

Greetings, @tazman47. Thank you so much for bringing this experience to our attention. This is definitely not the experience we want for any of our customers and it's this type of information that helps us look at what we need to do in order to get better at the overall experience we aim to deliver. With that said, we truly appreciate you giving us the opportunity to be your service provider and I want to thank you for sticking with us throughout this entire process. I don't like to assume, so I will ask, were we able to get that line transferred and taken care of for you? 

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