Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

• Oct. 17: Spoke with customer service regarding the initial issue. I was assured it would be handled. We updated the phone. Went through multiple steps with no success. I called into customer service again and escalated to a supervisor who said to give it 24 hours and she would call me by noon the following day. No call received. 
• Oct. 19: Spoke with multiple people. Escalating to supervisor once again. They said it was a manufacturer problem. It was completed on their side. Give it 24 hours for Apple to finish the process 
• Oct 20: Called at 8am to find a resolution.  I spent all morning until 1pm with customer service and my mom on another phone. During that time, I called Apple at your direction only to be told it’s a carrier issue. Upon call back, I waited for an hour so I could speak to a supervisor. The agent said I had to hang up so his supervisor could call me. I said I don’t want to hang up because they will not call.  I hung up and had no call back. I called back in and the supervisor said he would email me so we can connect. He did. And he promised me an update by EOB. Never heard back. 

• Oct 20: Customer satisfaction agent called me and asked what they could do. I explained my experience and asked to be connected with the team that could help. They said they would relay my experience and hung up on me. I called back to the agent. I spoke to a supervisor who said a ticket had been opened (this is the 7th ticket. All have been closed saying issue resolved. No one checked with us to confirm. Issue not resolved). I asked for someone to contact me back and confirm that it is resolved. He said we can’t do that and hung up on me. 

1. A new iPhone 14 that is unlocked so I can get my mother set up immediately. She has an iPhone 14. 
2. 3-month credit for my mobile plan ($120) for the hours and days spent during my workday to find a resolution.