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Visitor

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2 Messages

Monday, November 1st, 2021 1:08 AM

Closed

Series 7 Apple Watch not connecting to Xfinity mobile cellular

Apple Watch not connecting to Xfinity mobile cellular It is paired fine but whenever I go to activate the cellular I get sorry we’re having technical difficulties please try again I have contacted customer service several times I’ve been on hold for several hours with no luck. I have tried rebooting my phone and on pairing and pairing again the watch a couple times with no success. Any ideas how I can fix this?

Contributor

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33 Messages

3 years ago

have you updated the software on both the phone and the watch??

Official Employee

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923 Messages

Hi, @Anon641804. I am sorry to hear of the issues you're having with our mobile service. Over forums, we are limited on the issues we can assist with. I would recommend reaching out to our mobile team directly, they can be reached here

• SMS Text Message: 1 (888) 936-4968

• Phone: 1 (888) 936-4968

https://comca.st/31tg0UI

 

I hope this helps. 

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

Contributor

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294 Messages

3 years ago

You'll need the form on this topic that was closed for some reason: Apple Watch Activation issue | Xfinity Community Forum

Fill out the mentioned form and someone will contact you.
They will begin a process to add your watch to the valid inventory (whatever that means).  This allows it to be activated.
Get the persons contact information in case you need to call them back. 
After several days, and after they get a notice that the watch has been added, they will activate it and call you.
You will also get an email that says "Activation Complete".
You then, on your watch app click to add cellular, and after several seconds Xfinity will show up as your carrier.

Anything else you try will be a waste of time - don't call Apple, don't go to the Xfinity store, don't reset and re-pair your watch.  None of that helps.

(edited)

Visitor

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6 Messages

3 years ago

Even with the form, I was unable to get my watch activated.

Official Employee

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376 Messages

3 years ago

Hello! Thank you for taking the time to reach out to the Digital Care team! We have a dedicated team of Xfinity Mobile experts that can assist you with your issue, and this team can be reached directly via one of the following methods:

SMS Text Message: 1 (888) 936-4968
Phone: 1 (888) 936-4968
Chat: https://comca.st/3EFXruU

Thank you! -Ty

Visitor

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1 Message

3 years ago

I having the same exact problem and it’s very frustrating

Gold Problem Solver

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3.3K Messages

We do understand your frustration, user_4881fb. We feel for you. Please follow the instructions provided above to reach out to an Xfinity Mobile specialist so they can further assist. 

I no longer work for Comcast

Visitor

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1 Message

Stop with the “auto-reply” responses. There clearly is a glitch with the iwatch 7 and the iPhone. I have rebooted both devices and been on the phone with Xfinity now for 1 hour 56 minutes with still no resolution - sent me to the escalation team.

Visitor

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1 Message

3 years ago

Good luck, the Apple Watch activation experience with Xfinity Mobile has been frustrating. I opened a ticket due to activation issues with an Apple Watch series 7 a month ago as the issue had to be escalated to the highest level support. I contacted the Executive Resolution link from the other thread and got a we understand that is frustrating but we don’t really over see Xfinity Mobile but we are aware of a network level issue with activating series 7 Apple Watches. After one of the attempted activations an Apple Watch line showed up  on my account charging me $10 a month which got credited but still cost me at least 2 months of the 3 free months you get for activating an Apple Watch. To get the Apple Watch line, that never actually worked or was activated, cancelled I had to chat or talk with 5 different people over a 2 week period. I’m debating at this point whether to switch cell providers to use this Apple Watch or sell my Apple Watch and get a non-cellular model. 

(edited)

New Poster

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4 Messages

3 years ago

I call every 2-3 days and have tried activation well over 100 times to new avail.  Apple even tried sending me a new watch.  

Basically Xfinity is broke and last two calls led them to tell me.  We have no idea if it will be fixed.  Just keep trying like when you press the elevator door close button.

Visitor

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6 Messages

3 years ago

Mine took 28 days to activate.  Eventually it was manually added, and I did not activate it myself.  It just worked. 

Visitor

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1 Message

@polymathic how did you get your Apple Watch manually activated? I’ve had the same problem as everybody else on this thread, and I’ve talk to customer care I don’t know how many times it’s been escalated from customer care I’ve been promised it would be on the account and activated versus just being on the account and not activated. Who did you talk to if you don’t mind me asking?

Visitor

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4 Messages

3 years ago

I have been having the same issue . Xfinity says the watch has been deactivated. They say it can’t be reactivated. Which makes no sense since it was bought from them only a moth ago . Asked who deactivated it and why and they say the don’t know. 

Official Employee

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1.8K Messages

Hey, Flyfisher33! Did you try contacting our Xfinity Mobile team for assistance? The best option would be by any of these three methods:

 

- SMS Text Message: 1 (888) 936-4968

 

- Phone: 1 (888) 936-4968

 

- Chat

 

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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2 Messages

3 years ago

I too am having this same issue. If this is a known issue why isn’t it communicated to customers?!? The 10 representatives I’ve spoken to in the last 2 days acted like it wasn’t a known problem, and obviously it is! I would have never ordered the cellular version if I knew this. Has anyone had luck on the cellular activation or did everyone just give up? 

Contributor

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294 Messages

3 years ago

I didn't give up; I did what I posted above and have been enjoying my watch for 6 months now.

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