2 Messages

Sun, Oct 23, 2022 5:19 AM

SOS Mode

Ok, so I tried posting this once…. But, guess it didn’t go.. so here it goes “again.”

I’ve always been an andriod user, Samsung to be exact to when my iPhone 14 pro max finally came on Thursday after waiting a whole month, I was so excited! My excitement turned to pure anger and rage after I tried activating my phone and it got stuck in SOS mode! 

So, Thursday evening my phone came. I contacted support to help activate, which took about two hours. He said that once I finished transferring my data over everything would be up and running properly…wrong! I called back on Friday around 8am and I didn’t get off the phone until about 5:30pm. I was bounced from tier 1 to tier 2, then advanced support, then transferred to Apple who in turn told me I’d have to call XFINITY back, tier 1, then tier 2, advanced support, then call disconnecting, calling back twice, finally tier 3 then advanced support or whatever they said to the person finally telling me that since the phone was activated via the “air waves” it would take 24 hours before I could fully have the phone activated… 24 hours starting from the time she told me. I knew it was [Edited: "Language"] and I knew she was just telling me this to get me off the phone because NONE OF THEM KNEW HOW TO FIX IT! 

So, 24 hours later, of course the phone still not working, no calls, texts, nothing… I called back and I pleaded with with guy.. “I just want my phone to work..” I was soooooo frustrated and wanted to be released from this nightmare that I literally started to box this thing back up and ship it back! So, the tier 1 says he has advanced support and omg I swear I gave the biggest eye roll because I knew I was just going to be going around in circles again! I was so tired of resetting network settings, resetting all settings, resetting to factory defaults, turning off and turning back on… and finally I get Jacob…

JACOB FIXED IT!!! I was so extremely happy that I wanted to speak with his supervisor, who of course wasn’t available! I don’t know how else to thank this guy, but Jacob thank you!!! I don’t know what he did or how he did it, but he had me turn my phone off for a while and he worked his little magic and when I turned it back on and went to Cellular… I finally was prompted to setup my ESim!!! Jacob you’re the best!! I don’t know how else to give this guy kudos but I just want everyone to know that Jacob is the GOAT!!! Thanks so much!!! 



1 Message

2 days ago

My phone on sos mode


Official Employee


498 Messages

Good evening, @user_f338dc, and thanks for reaching out through our Community Forums page for help with your Xfinity Mobile phone. As you see in the Original Post, our Xfinity Mobile team is who you need to contact for help with your device. 

You can contact our Xfinity Mobile support center via any of the following methods:

  • SMS Text Message: 1 (888) 936-4968
  • Phone: 1 (888) 936-4968
  • Chat: https://www.xfinity.com/xfinityassistant/?channel=xMobile

Thank you for participating in our community!

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