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Apple Watch 5 Series Cellular Activation

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Regular Visitor

Apple Watch 5 Series Cellular Activation

I have had nothing but issues and poor customer service since signing up for Xfinity Mobile.  I thought finally I was to the point where I have no need to contact them again for anything, but not the case.  I have been back and forth with multiple reps trying have an Apple Watch added to my account.  I have been to multiple physical stores, spoken with countless telephone reps, and the result is always the same, nothing.  Can anyone help with this?

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Official Employee

Re: Apple Watch 5 Series Cellular Activation

Hello henryw 722,


Thank you for taking the time to reach out to us and my apologies for the difficulty you mention to have encountered in adding cellular service to your Apple Watch.


You may have already attempted these steps, but I just want to re-articulate them for the rest of the community.


When pairing your Apple Watch to your host iPhone, skip the step that prompts you to add cellular service through the watch. Once the watch pairs, you’ll add cellular service through the My Watch application. If you have yet to attempt this, unpair and re-pair your watch from your host iPhone.


Also, I’ll have you connect to your local Wi-Fi signal and attempt establishing cellular service on the Apple Watch again. Please follow the steps outlined below;


1.Select the “Set Up Cellular” option on the Watch App. If the Set up Cellular option is greyed, reboot the iPhone and the watch before continuing.

 

2.On the iPhone, open the Watch App and go to : Cellular, Set up Cellular.

 

3.Cellular setup screens will launch, enter primary account credentials.

 

4.What follows is a four-step initial setup that asks for basic information to add the lines to the account.

 

a. Welcome Screen is seen with the option to click on Get Started. At this point,
initial eligibility checks are conducted. If the customer fails any of them, they
will see an error screen.

b. Accept the Terms and Conditions

c. Enter the emergency Address and click Save Address. Verify the address and
confirm if prompted. This is important for WIFI calling, specifically 911 calls
made directly from the watch.

d. The “You’re almost there” screen is seen. Activation is in Progress and a line is
being added to your account message is seen. This could take several minutes.
Ensure you do not navigate away from it and start activation again.

 

5. The website will close, and you will return to the Cellular screen on the Watch
App on the iPhone. Xfinity Mobile Activating is seen on the Cellular screen. Once the
Activation is complete. The Cellular Plan will show Xfinity Mobile.

a. If you come back to “set up cellular” screen again, do not attempt it again.

b. Reboot phone.

c. Wait 20 minutes before trying again.

 

How to Determine if the Apple Watch has an XM eSIM Downloaded

 

1. On your Apple Watch - Go to Settings > Cellular

a. If it reflects No eSIM installed: Watch will show No SIM under Plan and No Connection under Status.

b. If the SIM Installed: It will reflect Xfinity Mobile under Plan and Connected under Status.

 

2. iPhone Watch App:

a. If the eSIM is not installed, ICCID will be blank.

b. If the eSIM is installed, ICCID is present.


Let me know what result you get. In case you have no luck connecting to cellular, you can reach out to me via private message. Click on my name ComcastChrisL, and from my profile page, click on the blue ‘send a message’ button. In your private reply, include the following information so that I may authenticate and access the account;


First and last name, mobile number, complete service address, and the last 4 digits of the pay method on file.

 

Finally, and in case your Apple Watch has yet to register, please include the watch IMEI (device ID) number.


Thanks again for your time, and patience.


Chris


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!
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Regular Visitor

Re: Apple Watch 5 Series Cellular Activation

Hello Chris, I’m having the cellular activation issue with my Apple Watch series 5, once I get to the get started screen, it says” sorry we’re having technical difficulties, please try again” how can I contact you?
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Regular Visitor

Re: Apple Watch 5 Series Cellular Activation

@ComcastChrisL 

 

Hi ComcastChrisL,  I am having the exact same issue on my Apple Watch Series 5.  Extremely frustrated, and hope you can help to activate.  I do not see the blue button next to your name in your profile, so I thought I could reach out here.  Kindly ping me via PM and I'll send you information.

 

Brand new customer, factory unlocked iPhone 11 Pro and Apple Watch Series 5.  I've been on the phone 6 times with CS to no avail. 

 

Thank you greatly in advance.. 

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Regular Visitor

Re: Apple Watch 5 Series Cellular Activation

I just sent you a PM with the the account info you requested.  Hopefully you can get this working!

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Regular Visitor

Re: Apple Watch 5 Series Cellular Activation

@ComcastChrisL Having the same exact issue. PM'd you.

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New Poster

Re: Apple Watch 4 Series Cellular Activation

Just tried to activate an Apple Watch 4 with prior cell service removed.  Was told by CS that all activations are offline for Saturday and Sunday!  Is this true? (South Florida).

 

 

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Contributor

Re: Apple Watch 4 Series Cellular Activation

I am starting to wonder more and more if this is the case, if activations are down. If so I think they need to send out a company wide memo or something. I would rather be told this then be working with different agents for hours on end with no luck.

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Contributor

Re: Apple Watch 4 Series Cellular Activation

@henryw722 did you ever get your issue resolved?

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Regular Visitor

Re: Apple Watch 4 Series Cellular Activation

Private message @ComcastChrisL - multiple people have been getting help from him. He responded to me directly and intends to help at a higher tech level than standard calls.

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Contributor

Re: Apple Watch 4 Series Cellular Activation

He has reached out to me, his suggestion, unfortunately, did not work. It is starting to sound like xfinity is having widespread activation issues. It sounds like they were with their phones the last couple days as well.

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New Poster

Re: Apple Watch 5 Series Cellular Activation

can't activate my cellular on my series 5, says no sim and no network. Spoke to multiple techs and took it to the store and they couldn't help at all

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Contributor

Re: Apple Watch 5 Series Cellular Activation

Updating everyone,

 

Mine worked this morning and was now able to fully connect. 

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Regular Visitor

Re: Apple Watch 5 Series Cellular Activation

I'm having the same problem as others in this thread... still showing 'No SIM' and can't get past the first setup screen when I try to activate. I've been with support via phone/chat for HOURS to no avail. I'm desperate at this point! Help please! @ComcastChrisL 

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Regular Visitor

Re: Apple Watch 5 Series Cellular Activation

I'm in the same dilemma as everyone else.. I can't get past first step on the apple watch setup screen, I have been trying for a month, and have contacted Comcast on 4 different occasions--followed all steps, still nothing. Please help @ComcastChrisL (It doesn't give me the option to Private message you). Thank you!!!

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New Poster

Re: Apple Watch 4 Series Cellular Activation

None of this is working and I’ve been on the phone for hours trying to figure out what is wrong. This is ridiculous
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Regular Visitor

Re: Apple Watch 5 Series Cellular Activation

Hi @ComcastChrisL 

 

I am having the exact issue. I have gone through the steps to activate my Apple Watch Series 5 and it says "Unable to Configure Celluar Plan"

 

Apple Watch says: No Sim

Apple Watch App: ICCID is blank

 

Please contact me if you have a solution it would be greatly appreciated, hoping you can help!

 

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Regular Visitor

Re: Apple Watch 5 Series Cellular Activation

You will have to message Comcast Chris and it needs to be from a browser on your computer because the blue message box will not pop up. He usually responds in 24-48 hours so please be patient.
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New Poster

Re: Apple Watch 5 Series Cellular Activation

I'm also having the same problem.  How do you message Chris?

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Regular Visitor

Re: Apple Watch 5 Series Cellular Activation

I'm running into the same issue as all of you.  I cannot get past step 1 and the "sorry, we have run into technical difficulties".

 

Hoping @ComcastChrisL can help.

 

Spent about two hours on a chat with CS.  Not luck getting the AW series 5 activated.

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Regular Visitor

Re: Apple Watch 5 Series Cellular Activation

I am having the same issue.  I let it sit overnight and it is still not working.

The account says that it isn't paired with my phone.  I have paired, unpaired, re-paired, talked to customer service.  Nothing seems to work.  I have spent over 5 hours trying to get this watch to work on the cellular network.

 

I will be taking it back to the store today to try to get some in person assistance.  The customer service line is painful with all of the stuff you have to go through just to talk to someone other than a computer.

 

Highly disatified today.

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Regular Visitor

Re: Apple Watch 5 Series Cellular Activation

Chris, please help. I’m having the same issue and have tried your suggestion multiple times. I’ve now been on the phone with support for 1.5 hours with no help
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New Poster

Re: Apple Watch 5 Series Cellular Activation

Im having same issue, just came on board to Comcast Mobile.... I need some direction, I have done it many times and still the same message!

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New Poster

Re: Apple Watch 5 Series Cellular Activation

I am having the same problem I tried to talk to a support person with Xfinity but they were not helpful. Please help! I have been trying to connect for months now. @ComcastChrisL 

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Official Employee

Re: Apple Watch 5 Series Cellular Activation

Hello everyone,

 

Just a reminder, after your initial post on the forum, you should then be able to see the blue 'send-a-message' button on other users profile pages.  Click on my name ComcastChrisL and it'll take you to mine, and from there you can reach out via private message.

 

In your private reply, please include first and last name, complete service address, mobile number, and the last 4 digits of the card on file.  Finally, remember to add the IMEI# for the watch in question.  Thanks again for everyone's time, patience, and support!

 

Sincerely,

 

Chris 

 

 


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!
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Regular Visitor

Re: Apple Watch 5 Series Cellular Activation

Well, I've got some great news.  Over the weekend, I broke my watch.  Apple replaced it under AppleCare.

 

The new watch activated just fine.

 

As a side note:  the broke watch was a T-Mo watch that had been activated on T-Mo's network.  

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New Poster

Re: Apple Watch 5 Series Cellular Activation

Hi Chris,

 

Hoping you can help me with setting up xfinity mobile phone service as well.  My daughter new Google pixel 3e is not being recognized as compatable with xfinity service and we just purshased this phone in Sept. of 2019.  Please advise!

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Frequent Visitor

Re: Apple Watch 5 Series Cellular Activation

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New Poster

Re: Apple Watch 5 Series Cellular Activation

I'm also having the exact same error.

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Regular Visitor

Re: Apple Watch 5 Series Cellular Activation

Thanks for this. Posting so I can send a PM. 

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Regular Visitor

Re: Apple Watch 5 Series Cellular Activation

Hi I’m having this same issue can someone plz assist me
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Regular Visitor

Re: Apple Watch 5 Series Cellular Activation

Hey chrisl could you help me with my Apple Watch plz
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Regular Visitor

Re: Apple Watch 5 Series Cellular Activation

For what it’s worth, I was told today by an Xfinity employee, confirmed by Best Buy when I returned my unlocked series 5 Apple Watch, the only BYOD watch that works is an unlocked Verizon Apple Watch.  The general unlocked that I had was never going to activate because eSIMs don’t work on Xfinity Mobile. 

had I known this to start with, it would have saved me countless hours of frustration with XM tech support and Apple.  

If this is, in fact, the case, someone at Xfinity needs to make sure the website explaining the process is corrected to clearly state this.  

 

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Frequent Visitor

Re: Apple Watch 5 Series Cellular Activation

Has anyone gone through the lengthy back and forth with the escalation teams at xfinity and Verizon only to find out the the watch cannot be added? I’m currently waiting on a watch sourced on eBay which I’ve had for about a month. Started in the customer service queue then to tier 2 then 3 and now here I am...
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Frequent Visitor

Re: Apple Watch 5 Series Cellular Activation

Also curious how long it took once Verizon was involved until activated...
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Regular Visitor

Re: Apple Watch 5 Series Cellular Activation

Im at month 2 moving into month 3. Basically, I was last told Verizon has to add the imei of my watch into the inventory so I’ll see how that goes. I’m guessing by the time anything gets done series 6 will be out
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Frequent Visitor

Re: Apple Watch 5 Series Cellular Activation

SOLVED!!!

It looks like miracles are possible.  My BYOD apple watch series 5 which I purchased on eBay for $349 is finally ACTIVATED   This journey started on July 22, 2020 and was resolved on August 8, 2020 with a lot of help from @ComcastChrisL  <--  big ups to Chris!  16 days in total to get the things activated - I was just about to return it to the seller (dealscaly) who was nice enough to work with me and agree to the return if I could not get it activated.

 

To give a rundown of how this happened:

7/23 - I reached out to Chris via private message

7/23 -  he responded asking for additional info after a network test reflected the device as not eligible for BYOD.  Xfinity had to reach out to Verizon to escalate an issue to get the device integrated as well as provided an escalation number.

7/29 - Chris said that they heard back from Verison and did an additional test on their end to confirm the mapping worked but continued to get "not eligible for BYOD"   The estimate to on how long to resolve was well more than a week

8/2 - the escalation team needed the EID# for further investigation

8/3 - got a response from Chris saying they are monitoring the situation and waiting for a response from Verizon

8/6 - got a response from Chris saying that the issue was escalated to the engineering department but there was no estimated date for it to be resolved. 

8/7 - I just happened to give it another try before heading out the door and BAM!  I got the following message...

 

You're ready to use your Apple Watch on Xfinity Mobile

Congratulations! You've officially activated your Apple Watch on Xfinity Mobile. Let the connections begin.

 

Hopefully, this helps someone in the future.  Also if I am speaking out of school I am happy to edit this post - just let me know. 

 

 

 

 

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Regular Visitor

Re: Apple Watch 5 Series Cellular Activation

Congratulations! I’ve been waiting for months. Hopefully mine is next.
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Frequent Visitor

Re: Apple Watch 5 Series Cellular Activation

I didnt wait for a response I just gave it a try.
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Regular Visitor

Re: Apple Watch 5 Series Cellular Activation

I need your magic !
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New Poster

Re: Apple Watch 5 Series Cellular Activation

I’ve been having the same “technical difficulties” error when trying to activate my Apple Watch. Please help!
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Regular Visitor

Re: Apple Watch 5 Series Cellular Activation

Having same issue. Will send message.

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Regular Visitor

Re: Apple Watch 5 Series Cellular Activation

Hi @ComcastChrisL 

 

I went to your profile page and don't see a blue send message button.  Can you please contact me? I'm having the same issue as everyone else on this thread with a watch 5 activation and the 800 number support can't figure it out.

 

Thanks!

 

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Regular Visitor

Re: Apple Watch 5 Series Cellular Activation

I’m still stuck!! No cellular on my Apple Watch and I was on the phone twice this week and one of the times I was lied to. And another he just hung up on me and never called back
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New Poster

Re: Apple Watch 5 Series Cellular Activation

Hi Chris. I’m having the same issue with my Apple Watch. Many conversations and hours wasted on the phone trying to get this issue resolved. I have tried literally everything multiple times with no resolution. I had been with Verizon for nearly 30 years and switch to xfinity recently and now I’m completely regretting it. Please help.
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Regular Visitor

Re: Apple Watch 5 Series Cellular Activation

I’m in the same boat. I got the new Apple Watch series 6 and am now experiencing this issue. It’s beyond frustrating.
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Regular Visitor

Re: Apple Watch 5 Series Cellular Activation

I have been notified by technical support that Apple Watch SE and 6 models will not activate until after September 22nd, 2020. They are still only available as pre-orders on Xfinity mobile. Hope this helps!
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New Poster

Re: Apple Watch 5 Series Cellular Activation

Thanks, but I have a series 5 that won’t register.
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Regular Visitor

Re: Apple Watch 5 Series Cellular Activation

@ComcastChrisL has worked hard and finally resolved my issue that nobody else at Xfinity could seem to help with.  If you need his assistance, please follow the instructions that he provided at the top of the feed.

 

My issue has been resolved!!  Thanks @ComcastChrisL!  You are amazing.

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Regular Visitor

Re: Apple Watch 5 Series Cellular Activation

Update: I was able to successfully activate my series 6 watch this morning. So it looks like the 22nd was the day it could be done. Thank you to @ComcastChrisL for replying to my inquiry and confirming the info.