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Enable Wi-Fi Calling on Unlocked "Bring Your Own Device" Failing to Validate Emergency e911 Address

New Poster

Enable Wi-Fi Calling on Unlocked "Bring Your Own Device" Failing to Validate Emergency e911 Address

Summary: Xfinity Mobile store staff and Xfinity Mobile support staff do not appear to be aware of this issue (chat and phone agents). Straightest answer I got was from AppleCare specialist (after XM transfered me there) saying the issue was because our phones were unlocked and need to be locked onto Xfinity Mobile's network before the system will take our e911 address. It's not unique to Xfinity Mobile it has happened to Verizon and ATT users according to the Apple knowledge base.  Apparently the carrier locking can't be done by the first-level support staff. A "tier-2" ticket needs to be created, which can take anywhere from 24-72 hours. If this is true, Xfinity Mobile needs to spread the word that the issue exists and empower first level support to fix it. I, or any other new customer, should not have to wait days in order to use a basic feature that Xfinity Mobile touts all over their site especially when Xfinity Mobile is advertising a $150 reward for bringing your own device. The wifi-calling setup and e911 address should be part of the overall phone activation process and wifi calling should be functioning before leaving a store. 

 

None of the other threads listing this problem confirmed what the underlying cause actually was. I am hoping to spread the word on the possible cause based on the information I received from Apple.

 

The background:

My wife and I brought our iPhone 6 and SE from T-Mobile into an Xfinity Mobile store and got new SIM cards for our phones and signed up for service. Both of our phones had been unlocked by T-Mobile. In store, after activating our lines, we tried activating wifi calling and received the same message several others have posted "Sorry, we couldn't find the address listed". Hitting "Save Changes" gets you another error message of "Sorry, but we are not able to validate your address. Please check your address and try again".

 

The senior rep in the store said they'd never seen that error before. Try different versions of the address. Try a different address. Nope, not that. My wife and I tried every combo of uppercase/lowercase. The store was closing so we should contact support.

 

Later that evening, I then tried chat support. I was told that Wi-Fi calling needed to be activated on my account and I needed to call to do that "for security purposes".

 

I called Xfinity Mobile support and selected "Activation" as my help area. After explaining the situation to the rep, they asked me to try resetting network settings and try different addresses. Nope, didn't work either. I was then told they couldn't do anything on their end and they would transfer me to Apple to get the issue fixed. I insisted on getting a "Tier 2" ticket created in case Apple couldn't help. The rep did as I asked, but seemed to brush it off as unnecessary.

 

I then spent another 30 minutes on the phone with first level AppleCare and then a specialist at Apple. They explained that all the knowledge base articles they found indicated that the problem was because the devices we were trying to activate wifi calling on were unlocked. For some reason, the e911 validation will not work unless you are locked to a carrier. The issues seemed to clear up once it was escalated back at the carrier. 

 

The specialist then sent me an email with their name and phone number and days they work in case I wanted to follow up. They did this without me asking. That level of support is something Xfinity Mobile should aspire to.

 

I then called Xfinity Mobile support AGAIN and explained exactly what the Apple rep told me. I was met with long pauses and bewilderment from the Xfinity Mobile rep. They couldn't transfer me to Tier 2, just modify the existing ticket I had and "mark it as urgent" and give me the ticket number after I had to ask for it multiple times. Was it just that the Tier 2 folks don't work weekends, so no live support? Why can't a customer be patched through to them?

 

Other threads reporting this issue all seemed to indicate "it just started working", giving more support to the idea that somebody on the back-end fixed something somewhere.

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Frequent Visitor

Re: Enable Wi-Fi Calling on Unlocked "Bring Your Own Device" Failing to Validate Emergency

Very interesting and sounds like a plausible theory.

I have two pieces of information that may or may not contradict your theory. 1)After multiple tries, I have not been able to activate Wi-Fi calling on my second line, which is an iPhone I purchased through XM. I have not yet generated a help ticket for this device. 2)I was able to activate Wi-Fi calling on my third line, which uses a BYOD iPhone, without generating a help ticket.

Another tidbit - on the third line (BYOD iPhone) I tried activating Wi-Fi calling, was unsuccessful, installed the Xfinity security profile the next minute, and was immediately successful activating Wi-Fi calling.

Bottom line - you are absolutely correct that XM seems to have no handle on this and perhaps only a few technicians within level 2 understand what is going on. Level 1 totally useless.

This whole situation does not inspire a ton of confidence.

Side note, I did not think my BYOD phones would be “locked” to XM. Suppose I go to sell one - how do I ensure it is unlocked??
Contributor

Re: Enable Wi-Fi Calling on Unlocked "Bring Your Own Device" Failing to Validate Emergency

Your BYOD unlocked iPhone would not be locked to Xfinity.  To make sure it is unlocked use a different SIM card like T-Mobile or AT&T (it doesn't need to be active).  If you do not get a message that it is an unsupported SIM your iPhone is unlocked.  

Frequent Visitor

Re: Enable Wi-Fi Calling on Unlocked "Bring Your Own Device" Failing to Validate Emergency

XM Tier 2 does not work on the weekends and agents are unable to transfer you there as it's for escalation tickets only, if there's already a ticket submitted then they will call you back per the expected timeframe. Had a tier 2 ticket submitted for voicemail not working and they followed up regarding that matter.

 

As for wifi calling not validating your address, I once had a similar issue but with another carrier after switching over to them.  I ended up backing up the iphone to itunes, doing a factory reset in itunes>setup the device as new and I was able to enable wifi calling with no issues. After verifying wifi calling was working I was able to restore my backup from itunes.

Contributor

Re: Enable Wi-Fi Calling on Unlocked "Bring Your Own Device" Failing to Validate Emergency

Your phone does not have to be locked to a carrier to get WiFi calling. I had the same problem when I ported my phone to XM. My address would not verify. I posted in this forum and got a response from an XM employee. A few days later WiFi calling worked and my E-911 address was verified. I have no idea what was accomplished.

 

Locking the phone to a carrier is not the issue. My phone is unlocked and remains unlocked. I have used two different SIMS from different carriers while overseas without any issues. I never requested an unlock from XM for overseas, in fact I never requested an unlock for any reason.

 

XM has something messed up in their system that is used to validate addresses. Some propeller head that is an incompetent programmer has caused the issue. Such individual should be terminated immediately.

New Poster

Re: Enable Wi-Fi Calling on Unlocked "Bring Your Own Device" Failing to Validate Emergency

The issue got resolved the Monday following my transfer to XM on the weekend. I still have not received a call from "Tier 2" to tell me what they did. It all the sudden took my address and validated it and gave me back the correct/standardized version.

 

It just really stinks that it couldn't be up and working before I left the Xfinity Mobile store.

Regular Visitor

Re: Enable Wi-Fi Calling on Unlocked "Bring Your Own Device" Failing to Validate Emergency

I have not been able to activate my WiFi calling on my new Iphone 8 plus.  I ported my number over from Verizon last Friday and have not been able to activate the Wifi even after numerous calls to customer support.  I should have the option to 'update emergency address' in my Wifi calling settings and I do not see that option.   I have placed multiple calls and logged tickets.  I have looked up and tried every tip on these blogs and still nothing.  Frustrated as he**.   Do the staff at the xfinity stores have the ability to fix this problem.  I have none local and I date to make the long trip only for them to tell me they can't do it, it must be a technician. 

Contributor

Re: Enable Wi-Fi Calling on Unlocked "Bring Your Own Device" Failing to Validate Emergency


@DSekoski wrote:

I should have the option to 'update emergency address' in my Wifi calling settings and I do not see that option. 


You did not specify so I am going to ask, have you turned on WiFi calling under Settings in the section XFINITY MOBILE. That will take you to another screen that will have the section to enable WiFi calling and update your emergency address.

 

You may have tried, but force restart your phone rather than use normal power off. Hold the home and power button until the Apple logo appear. This seems to cure a lot of strange behavior in iPhones. After that go back to Settings -> Wi-Fi Calling and see if the option to update your emergency address appears.

Regular Visitor

Re: Enable Wi-Fi Calling on Unlocked "Bring Your Own Device" Failing to Validate Emergency

I appreciate your suggestions but I have tried both of these recommendations multiple times as well as many others. None of them work.
Contributor

Re: Enable Wi-Fi Calling on Unlocked "Bring Your Own Device" Failing to Validate Emergency


@DSekoski wrote:
I appreciate your suggestions but I have tried both of these recommendations multiple times as well as many others. None of them work.

Wait a few days, as in perhaps two or three weeks. I had the same issue and after about 10 days the issue was resolved. Several others had the same experience. Perhaps some information takes several days to migrate among the servers that are used. Should be quicker but Xfinity IT is not the best they can be in this process.

Regular Visitor

Re: Enable Wi-Fi Calling on Unlocked "Bring Your Own Device" Failing to Validate Emergency

Talked to customer service again last night.  Escalated from a TIer 2 to a Teir 3 ticket.  Estimated time fix is 2 weeks!  Glad I'm not the only person out here who has suffered through this extreme inconvenience.  Comcast really dropped the ball on this by not realizing how to port numbers and it's effect on the 911 aspect. 

New Poster

Re: Enable Wi-Fi Calling on Unlocked "Bring Your Own Device" Failing to Validate Emergency

I appreciate you taking the time to make this post. I have an unlocked BYOD and am having this issue and worked maybe 6 hours between in store and on the phone with tier 2. Three different tier 2 folks and none of them fixed WiFi calling for me. I know your method will work tomorrow morning when I call them.