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Activating Apple Watch - any one else having issues?

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Regular Visitor

Activating Apple Watch - any one else having issues?

I was able to activate the watch on go-live date, it looked like it activated - but now i'm seeing in the watch app it spins on "activate" and then fails to activate cellular.  If i walk through the steps again - eventually i'll hit an Xfinity Mobile page that tells me the watch is already linked to my account and to call in to get it working.  

 

So - i called in and this was the result:

1) Sir - you can't activate a watch with us, it's only iPhones

2) Ok - we got through that - Sir, you'll need to contact apple care

3) Ok - we got through that - Sir, you actually have to go in and turn on bluetooth (ugh)

 

Ok - so that was just some of the fun above ... at the end of the conversation I was told the following:

- You have to go into a store to activate the watch

- They (from the phone) are unable to remove the watch I activated on my account, as I have to go into the store to remove lines

 

Anyone else having similar difficulties?  Love the costs savings - but it's very reminisent of dealing with back in the day comcast technical support, and got no value from trying to call in to find out more information or get anything resolved.

Frequent Visitor

Re: Activating Apple Watch - any one else having issues?

I had a similar issue and mine still is not resolved after going in the xFinity store.  

1.  When I click "Add Celluar" from the App Watch App on my iphone..it takes me to my Xfinity login page.

2. After logging into my xFinity account on my Phone...i get the message "Uh_oh!"  You need to contact Customer Support.

3.  I called Customer Support and they tell me that I need to go into the xFinity store to get it activated

4.  I went into the xFinity store...and guess what?  They were not able to resolve the issue.

5.  The store rep makes a call to xFinity support for assistance.

6.  The person on the phone told the in-store rep they are not able to assist

7.  The store rep then tell me to give it about 24 hours and it may work...SMH

8.  MY APPLE WATCH IS STILL NOT ACTIVATED ON CELLULAR

I have to say this is bad service for xFinity to be starting off with a new product

 

Store Location: <Edited>

xfinity.jpg
Regular Visitor

Re: Activating Apple Watch - any one else having issues?

yea - it's pretty frustrating.  I was actually able to complete the BYOD setup on the launch date ... it said it was all good, i just didnt depart from my phone to test it until recently and I noticed it didn't really work.

 

The back and forth between phone / store / phone is the frustrating part.  They've got to have a source of truth to troubleshoot and know from.  

 

I was going to self enroll again - but as of now the store nor the phone can remove it from my account, and the phone (when i say phone i mean calling in) actually told me i needed to call Apple to resolve (smh).

Contributor

Re: Activating Apple Watch - any one else having issues?

Same problem here!!! Been trying to get cellular connected since Friday. I paid for a month of service for a watch that won’t work. I have had the worst experience with calling in to the CS reps, and I’m really honestly starting to think this will never get solved.
Frequent Visitor

Re: Activating Apple Watch - any one else having issues?

The self activation on my phone do not work...aslo Phone Customer Care and In-Store Support do not know what to do either...SMH

Regular Visitor

Re: Activating Apple Watch - any one else having issues?

so - its not great to see we are all experincing these issues, but it's comforting maybe that we aren't alone.

 

Definitly points back to a larger issue that Xfinity Mobile should be addressing with consistency and focus in supportability of new feature launches.

 

Seems we are all in the same state - BYOD in line with requirements from Xfinity Mobile and all failing to activate / yet no direct support or feedback in direction from multiple Comcast support outlets.

 

Now ... how to fix that and resolve our issues ...

Contributor

Re: Activating Apple Watch - any one else having issues?

I didn’t bring my own watch, I have set up device payment plan for mine. But still am having serious issues and all I know at this moment, is that the problem isn’t my watch. Now I wait for the next call to see what to do.
Frequent Visitor

Re: Activating Apple Watch - any one else having issues?

I just got off the line with xFinity support and the support person didn't know the Apple Watch was capable of having cellular...SMDH

New Poster

Re: Activating Apple Watch - any one else having issues?

Same issues. And, customer support completely unable to help. Actually, now if I go to the web to look at my devices on xfinitu mobile, the web page crashes because the watch is half activated. I do see my way h on the iOS app from xfinity. I’m going to let this sit for another week before further pounding my head against the wall.
Frequent Visitor

Re: Activating Apple Watch - any one else having issues?

Could someone from Xfinity please provide an update on this issue?  I'm having the same problem, and I only have a few days left to return my watch for a refund.

 

People on the phone and at the Xfinity store could not help and had no idea what was going on.

Contributor

Re: Activating Apple Watch - any one else having issues? Advice

I was able to successfully activate two Apple Watches yesterday. Here are a couple of things to watch out for in the activation process. 

 

1.) If you are bringing your own device BYOD, make sure that any prior Carrier and Cellular Watch Plans have been removed from your iPhone and your Watch. 

 

On iPhone - Open the Watch App, then review the following settings:

   General > About and check Carrier should = BLANK or -  ,  go back

   Cellular Plan should say Set Up Cellular 

 

On Watch - Go to Settings > Cellular Plan which should say

     Plan = NO SIM

     Status = NO CONNECTION

 

If you find any prior Carrier information such as AT&T or Verizon you will need to remove it by going to your iPhone and remove it by going into the Watch App and

   General > Reset > Remove All Cellular Plans

      Then I suggest that you Power Off both your iPhone and Watch, then turn on your iPhone and Watch, and then check your settings again. If this did not clear all of your prior Carrier settings you may need to unpair your watch and then pair it again. 

 

2.) When you are ready to “Set Up Cellular”, or complete an earlier activation attempt, it turns out that you may need to turn off WiFi on both your iPhone and your Watch so that both are using cellular. You may also need to power off both devices and power them back on so that they will get the new carrier settings from Xfinity Mobile. 

 

Eventually your settings should show that your Carrier = Xfinity Mobil 8.1 and your Cellular Plan = Xfinity Mobile. 

   

Regular Visitor

Re: Activating Apple Watch - any one else having issues? Advice

I spoke with some internal resources for Xfinity Mobile around the experince of back and forth with support and the supportability of BYOW.

 

The good is - it's definitly a supported scenario and one that they are commited to working.  They realize there are some gaps with customer support understanding current state and the ever changing world of supported vs not supported.  There are also some hard technical concerns around prior activations for Apple Watches with other carriers, as the person above mentioned.

 

At the end of the call I provided some overview and video of the process we all seem to be experincing.  They are working hard to resolve the activation issues, and hope to help address the knoweldge gap around where service reps should be directing these issues to for either self resolution or xfinity aided resolution.

 

Once I speak with one of the technical managers to help address this exact issue, I'll post here!  They also mentioned they'd queue in marketing to address this thread shortly.

Contributor

Re: Activating Apple Watch - any one else having issues? Advice

I gotta say, although I have been without cellular activation for one week, I have had the most helpful reps, they let me know several times a day an update on my case, and I know that engineers are working on these difficult situations. I’m looking forward to having a correctly functioning device.

PS I purchased my watch from Xfinity, not bringing it from somewhere else.
Frequent Visitor

Re: Activating Apple Watch - any one else having issues?

I am having the same exact issue.
Frequent Visitor

Re: Activating Apple Watch - any one else having issues? Advice

I followed all of your instructions even though mine had no celluar plan associated with it...but that still did not work for me :-(

New Poster

Re: Activating Apple Watch - any one else having issues? Advice

Appreciate the helpful suggestions found here - but none have worked for me. Hoping that Xfinity gets their act together soon...

Contributor

Re: Activating Apple Watch - any one else having issues? Advice

More things to try.  

 

If your Watch Cellular Settings show Xfinity Mobile and you don’t know whether you actually have cellular service from your Watch, here is another way to check:

 

Go to Control Center on your watch by swiping your Watch face up. You should see a green iPhone symbol on the top left of the screen. This means that everything is going through your iPhone. 

 

Next, Power down your iPhone, and you should now see your WiFi connection on your Watch. 

 

Next, toggle off WiFi on your Watch,  and your watch will show disconnected, and then eventually show green dots indicating the strength of your cellular signal, if any?

 

If no cellular signal, toggle off Cellular (two steps), and then toggle on again (two steps)

 

If still no connection it’s time to call Xfinity Mobile and ask for Watch support and a case number. They may have to delete the line they added for your watch, unpair and pair your watch from scratch, and then start the setup process again. Not fun!

 

 

Frequent Visitor

Re: Activating Apple Watch - any one else having issues? Advice

Thank you.
Frequent Visitor

Re: Activating Apple Watch - any one else having issues? Advice

I'm another user standing by, ready to active Apple Watch 4 via Xfinity eSIM. It appears from one Xfinnity page that it can be added to the By the Gig plan that I'm on.

 

Thanks for keepinng us innformed as you go.

 

(I had a not so fulfilling call with Support today, asking about eSIM support for the iPhone XR. The support rep didn't know what an eSIM was. After multiple holds, she said yes eSIM is supported for iPhones greater than XS. She didn't know how I wouuld change or exchange my physical sim for an esim, and couldn't or wouldn't transfer me to anyone that might be able to help.)

 

 

Contributor

Re: Activating Apple Watch - any one else having issues? Advice

It sounds like you were trying to confuse the Xfinity Mobile support personnel and it looks like you did a good job!

 

Xfinity Mobile does not support eSIMs on iPhones or any other phones. 

 

Xfinity Mobile does support Cellular Apple Watches which do have eSIMs (embedded SIMs).

 

If you didn’t ever set up cellular service for your Apple Watch before, you can activate it for your watch by going into the Apple Watch App on your paired iPhone and go to settings > cellular and the Set Up Cellular. It’s a little tedious, be patient, and it works for most people. 

 

Look ok at some of the previous posts for advice if you have any problems. 

Contributor

Re: Activating Apple Watch - any one else having issues? Advice

My watch FINALLY is working!!! I had to get a new SIM for my phone and I was able to activate cellular then. I’m pretty pumped!!!
Frequent Visitor

Re: Activating Apple Watch - any one else having issues? Advice

Unfortunately that does not work for my issue, and it is ongoing. Went to store for 3rd time and spike with several Tier 3 techs who have yet to solve the issue.
Frequent Visitor

Re: Activating Apple Watch - any one else having issues? Advice

I visited Di(c)ksonCity store three times. Uselles! Simply, they do not

know how to fix activation of Apple watch (Oh .. Uh something went wrong).

Still waiting for resolution . . . maybe too optimistic?

Contributor

Re: Activating Apple Watch - any one else having issues? Advice

Fq9228 Try the following:

 

1.) On iPhone, turn off WiFi Calling, turn off WiFi, power off, power on, power off

 

2.) On Watch, turn off WiFi, power off, power on, swipe up watch face to get to control center and toggle off WiFi if it came back on. It should say disconnected on top, and after a minute or so, show four green circles indicating cellular strength if it finds the Xfinity Mobile network. 

 

This eventually worked for my brothers Watch, after he got the Uh Oh. 

 

For my Watch I had to upair and pair my phone a couple of times, and then Xfinity Mobile had to remove my new lines a couple of times, and Set Up Cellular from the start several times. 

Frequent Visitor

Re: Activating Apple Watch - any one else having issues? Advice

Hi Dave03,

Thanks for your advice.

Looks I have the same problem you had with your watch.

The watch is perfectly connected (paired) to Iphone. The Uh . .Oh problem

goes on "cellular setting"  - first of four steps is "login to your xfinity account"

which went OK. The next step (acquiring data) is the point where the setting fails

with famous Uh..Oh ...bla..bla..   Simply, the Apple Watch cannot be added to my account,

even I have one more line free (Xfinity gives you 5 lines max). I do not know exactly what the 

failing step  2 is doing and what is to be the step 3 and final step 4 - never got them.

Frequent Visitor

Re: Activating Apple Watch - any one else having issues? Advice

Still sailing on the same boat. What a shame... got it a week ago. You would think they hire one expert at least. Lol
Official Employee

Re: Activating Apple Watch - any one else having issues? Advice

Hello leporaj,

Thank you for reaching out to us with this pressing issue and for creating a thread that multiple customers have been able to make use of and hopefully obtain the information they were looking for.  Please feel free to reach out to me with a private message that includes the name on your account along with the mobile number to the device that you are using so that we may provide further assistance. 

 

To send a private message, click my name "ComcastChrisL", then click "send message".   


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
Official Employee

Re: Activating Apple Watch - any one else having issues?

Hello Lmarion1965,

 

Thank you for your time and for your contributions to the thread as they have furthered the conversation in a meaningful manner.  As I requested from leporaj, if you are still having issues with activating your Apple Watch, please reach out to me with a private message that includes the first and last name of the account holder and the mobile number of the device that you are going to pair your Apple Watch to. 

 

We greatly appreciate everyone's time and patience as we work towards bringing resolution to this issue.  

 

To send a private message, click my name "ComcastChrisL", then click "send message".     


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
Official Employee

Re: Activating Apple Watch - any one else having issues?

Additionally, for BYOW (Bring Your Own Watch), as of now, the only compatible Apple Watches that can be brought to Xfinity Mobile are those from Verizon and those that are purchased from retailers such as Apple, Best Buy, and Xfinity Mobile. 

 

If you are bringing over an Apple Watch as BYOW from Sprint, AT&T, or T-Mobile, those devices from those carriers are currently not compatible with Xfinity Mobile.  Compatibility will arrive later this summer.  Currently, we do not have an exact date for when this will take place.   


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
Contributor

Re: Activating Apple Watch - any one else having issues?

Apple released watchOS 5.3 so there is a chance that this release may fix some of the activation issues that a few people are having? I recommend updating your watches. 

 

On your iPhone go to the Watch App, General > Software Update > Download and Install

 

Good Luck!

Official Employee

Re: Activating Apple Watch - any one else having issues?

Furthermore Apple also released iOS 12.4 today as well.  We are recommending updating to iOS 12.4. 


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
Official Employee

Re: Activating Apple Watch - any one else having issues? Advice

Hello Dougbrent24,

 

As I mentioned to leporaj and Lmarion1965, reach out to me through a private message with the account holder's first and last name along with the mobile number of the device you will be pairing your Apple Watch to.  Rest assured that we are putting our resources to work for you guys and hope to bring resolution to this activation issue much sooner rather than later.    

 

As mentioned previously, click on my name "ComcastChrisL" and then click "send message" to contact me privately.    


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
Official Employee

Re: Activating Apple Watch - any one else having issues? Advice

Hi fq9228,

 

We are making sure we reach out to everyone needing assistance with activating their Apple Watch.  At your earliest convinience, reach out to me privately with first and last name on the account and the mobile number of the device that you will pair your watch to.  

 


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
Frequent Visitor

Re: Activating Apple Watch - any one else having issues?

My Apple Watch is now activated as of this morning.  It went through the complete process...all of a sudden.

 

Louis

Frequent Visitor

Re: Activating Apple Watch - any one else having issues?

I wish I could say the same, but ComcastChrisL did reach out and he is on it. I am feeling confident! LOL
Frequent Visitor

Re: Activating Apple Watch - any one else having issues?

ComcastChrisL contacted me recently and he is working on this
unfortunate Xfinity (Verizon) cellular network problem.
Hoping the positive outcome will be known soon . . . I am

still without my Apple watch 4  activated on the cellular  and my

account.

Frequent Visitor

Re: Activating Apple Watch - any one else having issues?

My Apple watch have lost cellular sevice! I have spent over 3 hours talking to someone in-store and on the phone and no one knows what to do!

Frequent Visitor

Re: Activating Apple Watch - any one else having issues?

Just got off phone with xFinity saying now they are saying that Apple Watch Series 4 model A1976 is not compatiable but they sell it in their store...and it was working up until 3 days ago.SMH

Frequent Visitor

Re: Activating Apple Watch - any one else having issues?

A1976 Apple Watch Series 4 (GPS+Cellular, United States/Canada, 44 mm) model is compatible with LTE bands 2 (1900 MHz), 4 (AWS), 5 (850 MHz), 12 (700 MHz), 13 (700c MHz), 17 (700b MHz), 18 (800 MHz), 19 (800 MHz), 25 (1900 MHz), 26 (800 MHz), and 41 (TD 2500) as well as UMTS 800 MHz, 1700 MHz, and 1900 MHz in the United States, Canada

Verizon Wireless bands :
2, 4, 5, 13, 66 - (1900, 1700 f, 700 c)

These are the official specs from Apple and Verizon.
Clearly shows that this model is 100% technically compatible
with Verizon (and Comcast Xfinity).
There is likely another reason why Verizon network "does not like"
this model - the sale price - almost $800. You must buy it at Verizon store!

This is what I have been told several times by several different Xfinity
experts in Xfinity store.

BTW, Xfinity promotion was VERY CLEAR that ONLY incompatible models are
these from AT&T, T-Mobile and Sprint.
Looks that we are victims of big misleading by Comcast or Verizon (cellular
network provider for Xfinity).

Official Employee

Re: Activating Apple Watch - any one else having issues?

Hello everyone,


I just wanted to indicate that we have not ruled model A1976 as incompatible across the board. We are addressing Apple Watch situations on a case per case basis. As of now we continue to work, do research, and gather information all aimed at bringing forth resolution. I will continue to update with the latest information as soon as it comes in. Thank you again for your time and patience.


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
Frequent Visitor

Re: Activating Apple Watch - any one else having issues?

This get crazier by the day.  Now I have 2 Apple Watches showing up on my account both with same IMEI...One showing inactive and one showing active I guess....however I still DO NOT have celluar on my watch.    When I try and activate I get the message "This watch was already activated on another line.  Call us at (844) 963-0125 to deactivate the watch from its current phone before proceeding"  Now we all know when you call the person on the phone can not assist you...nor the person in the store that they send you to.  I'm beginning to think I work for xFinity because I'm either on the phone or in the store more than on my regular job.  They need to learn how to resolve issue  or if they don't know what to do they should just say  I DON'T KNOW anything about Apple Watches.

 

At this rate they should be giving me free Mobile Service for a year!

 

applewatch.jpg

Regular Visitor

Re: Activating Apple Watch - any one else having issues?

This issue is infuriating. I originally “activated” my AW4 a couple of weeks ago and just recently noticed although it had a LTE signal it wasn’t actually able to communicate. Have spent numerous hours with support who have done nothing. The watch LoS shows as inactive but support is unable to remove because they say it’s not active (if it was I likely wouldn’t have this issue...). Have an open ticket that has aged to 3+ days with no activity and support has the audacity to call and ask if the issue persists... seriously? I’ve unpaired, re-paired, etc. with no luck. Beginning to think this is hopeless. Even went in to the Apple Store and let them run diagnostics, which I knew wouldn’t yield any help, but it was to satiate the XMo rep. I have been able to get it to show as activated a second time after dozens of tries but still doesn’t work. Ready to give up here.
Frequent Visitor

Re: Activating Apple Watch - any one else having issues?

Looks that Comcast (Xfinity) have so nice contract, that Verizon (cellular network provider) just

started removing already activated watches.

Of course they will inform us (poor customers), that it was a "technical" issue . . . ha . . ha . . .

and that this Apple Watch 4 issue will be fixed soon . . . another ha . . ha!

What a shame!

Frequent Visitor

Re: Activating Apple Watch - any one else having issues?

A tier 3 person called me yesterday and my Apple Watch is now working on cellular.  From what I gathered he had the Apple Watches that were listed on my account removed...had me reset my watch and I was then able to activate cellular.  He did say that if you are talking to a tier 1/2 person or instore person they will not able able to assist you because they don't have the authority to have anything removed from your account.  Tier 1/2 will just have you on the phone for hours reading from Google on how to try and resolve.  Tier 3 resolved my issue in about 15 minutes.

Frequent Visitor

Re: Activating Apple Watch - any one else having issues?

Hope I will get a call from Tier 3.

 Tomorrow will be exactly ONE FULL MONTH  without any resolution.

Five visits to Xfinity stores, about eight calls to Xfinity customer support with

NO HELP at all.  Still, nobody knows the basic info about fixing this problem.

I still cannot add my watch to my Iphone which is on my Xfinity account . . . .

 

Frequent Visitor

Re: Activating Apple Watch - any one else having issues?

Problem solved thanks to ComcastChrisL  help.

Frequent Visitor

Re: Activating Apple Watch - any one else having issues?

Same Here. ComcastChrisL is a beast.
New Poster

Re: Activating Apple Watch - any one else having issues?

I am having the Exact same thing right now!!! So frustrated!!!!
Frequent Visitor

Re: Activating Apple Watch - any one else having issues?

Hi Toshab77,

In order to activate your watch you must comply
with the following:

1. Must be purchased at VERIZON who owns Xfinity
   cellular network (Xfinity/Comcast do not run 
   their own cell. network).

2. Neither, BYOD watch or phone cold be attached to Verizon
   (Xfinity) network unless is coming from Verizon. 
   I have this frustrating experience since Xfinity introduced
   the BYOD for Apple watches. ( Bring Your Own Device - sounds cynical after all).

  Four times in 3 weeks I visited   Comcast/Xfinity store (each time different "expert"), and the
   first question was: "Is this watch coming from Verizon?, 
   otherwise I cannot help you". 

3. Do not believe to any Apple official retailer (except Verizon store)
   that you watch is compatible with Verizon (Xfinity).  

Frequent Visitor

Re: Activating Apple Watch - any one else having issues?

I bougth my watch directly from the Apple Store and it is now activated on xFinity.  It took a while to get mine working but after a knowlegeable tier-3 person called me...it is now working.