HW

Visitor

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3 Messages

Sun, Nov 28, 2021 5:29 PM

Xfinity mobile can not activate Apple watch 7

I have been back and forth with three reps trying have an Apple Watch added to my account
My new watch is apple watch 7 45mm Titanium, when I activate cellular, It stuck at STEP 3/4 

I have updated the latest software on both the phone and the watch.

Symptoms:
After I pressed "Complete Activation" button, running about 20 seconds, then the "Complete Activation" button show up again with no any message.
I try many times, same issue(I reset the apple watch many times as well, same issue. I never get though this step. I can not activate my new apple watch.  

I also notice that after paired with my iPhone, the new apple watch 7 does not show up on my Xfinity mobile my-account.

If the issue can not got fix here, I may ask reddit, maybe someone knows the solution....

Official Employee

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290 Messages

2 m ago

Hello, @hello.wayne I am very sorry to hear of the troubles you have had with activating your Apple Watch. We would like to get this resolved. Please send us a direct message with your full name and service address.

 

 

To send a Direct Message:

Ensure you are logged in

Click the "Direct Messaging" icon or https://comca.st/31gCWXx

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

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.

 - As you are typing a drop-down list appears. Select "Xfinity Support" from that list.

 - An "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

(Credit to @BruceW)

Visitor

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3 Messages

@XfinityAlisha Thank your for your reply.  I contacted Xfinity support  back and forth total 5 times now. They ask me to repeat the same thing(pair, unpair, reset network etc..), and then tell me to wait 24 hours.... Last one ask me to go to Xfinity store. Yes, I ran into local Xfinity store, the local Xfinity store employee telephone to the support , I repeat pair, unpair again and again based on the store employee suggestion. Until now, still NOT fix. I think this issue not only happen to me. May I suggest ask your tech team this issue often happen or not (Apple watch 7 can not activate by Xfinity mobile) and find the right solution for the customer or find the root cause and fix it. I think this will save everyone's time and increase customer satisfaction. 

(edited)

XfinityBrie

Official Employee

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508 Messages

@hello.wayne

 

Just to clarify, you're getting stuck on Step 3 as illustrated in How to Activate Apple Watch--you're able to enter in all your emergency information, but as soon as you hit 'Activate' on the next screen, it times out?

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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3 Messages

Yes, I am getting stuck on Step3 and I am able to enter in all my emergency information

After I pressed "Complete Activation" button, running about 20 seconds, then the "Complete Activation" button show up again with no any message. There is no time out message. 

And My Apple Watch 7 NOT show up in my account.

(edited)

Visitor

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2 Messages

@XfinityBrie 

I am also having the same problem. I am getting stuck on Step 3 after putting all my emergency information.

Once I pressed "Complete Activation" button, rafter few seconds, the "Complete Activation" button shows up again with no error message. Mine is iPhone XR and Apple Watch 5.

Visitor

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1 Message

1 m ago

any luck? I am having the same issue

Visitor

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2 Messages

@user_50bb07 No. I waited for long time, didn't work. I ported my number to Visible network. It is excellent. Worked instantly. 

Visitor

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1 Message

1 m ago

I am having the exact same problem. went to apple for an hour and a half and they said go to Xfinity, so I do. I waited in Xfinity and she added my watch to my account (or so she said she did) and I said it is still not work. She told me to wait till over night and I will be able to activate my apple watch 7. Ok its been almost 24 hours and still times out and "Complete Activation" with no notice. Please this is tasking WAY too long just to get it activated.

(edited)

XfinityMikeB

Official Employee

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454 Messages

I'm sorry to hear you're still having problems. I would recommend giving our phone support team a call to get this resolved! 

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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4 Messages

4 d ago

I commented before . Xfinity has a serious problem with activation. I bought a Apple Watch 7 from then a little over a month ago . Some how it was was deactivated. They say their is nothing they can do about it . I called Apple and they told me that the problem was with Xfinity and they don’t understand why they don’t take care of it . The whole thing is very frustrating.

Official Employee

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83 Messages

I can understand your frustration, @Flyfisher33. I am really sorry that this has been your experience so far, and I wish I could provide you with a different answer. Unfortunately, we are very limited with the Xfinity Mobile assistance we can provide here. I am truly sorry. My recommendation would be to reach out to our Xfinity Mobile team for further assistance. 

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

I am having the identical problem.  I have been with Comcast/Xfinity for nearly 20 years.  This is the worst case of "sorry I cannot help you" I have ever heard.  I have invested three days trying to resolve your problem (not mine).  Customer service strings you out and getting to "sorry" takes a lot of time and waiting. Admit you have a problem and fix it.  Xfinity is losing customers.  I will eventually move all my dealings with Xfinity.

Official Employee

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536 Messages

Hello, @user_ed7cab, I'm sorry to hear you've been having trouble getting the help you need to activate your Apple Watch. Have you already tried the steps outlined in this awesome walkthrough?

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

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