Regular Visitor
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6 Messages
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.
Accepted Solution
DaveO3
Problem Solver
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778 Messages
6 years ago
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.
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Lmarion1965
Frequent Visitor
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24 Messages
6 years ago
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:
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leporaj
Regular Visitor
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6 Messages
6 years ago
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).
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Mrsfwh3
Contributor
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44 Messages
6 years ago
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Lmarion1965
Frequent Visitor
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24 Messages
6 years ago
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
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leporaj
Regular Visitor
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6 Messages
6 years ago
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 ...
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Mrsfwh3
Contributor
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44 Messages
6 years ago
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Lmarion1965
Frequent Visitor
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24 Messages
6 years ago
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
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fq9228
Contributor
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39 Messages
6 years ago
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.
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Dougbrent24
New Poster
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2 Messages
6 years ago
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leporaj
Regular Visitor
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6 Messages
6 years ago
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.
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Mrsfwh3
Contributor
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44 Messages
6 years ago
PS I purchased my watch from Xfinity, not bringing it from somewhere else.
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mdicicco01
Frequent Visitor
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18 Messages
6 years ago
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Lmarion1965
Frequent Visitor
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24 Messages
6 years ago
I followed all of your instructions even though mine had no celluar plan associated with it...but that still did not work for me 😞
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Dougbrent24
New Poster
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2 Messages
6 years ago
Appreciate the helpful suggestions found here - but none have worked for me. Hoping that Xfinity gets their act together soon...
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