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Need to replace sim card; stores are closed

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New Poster

Need to replace sim card; stores are closed

I bought an iphone 11 and when I was putting the sim card in it (from my iphone X) the card slipped out of the tray & is now jammed inside the new phone.  This leaves me without phone service.  What are my options?  I was planning to return the new iphone 11 for exchange (with my sim card jammed inside it) and replace the sim card, but I have no idea how to do that since I can't call Xfinity & talk to anyone (no phone service).  Can you help?

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Problem Solver

Re: Need to replace sim card; stores are closed

You can still use the Internet! 

So, go into the Xfinity App or Xfinity web app, and you can chat with a rep, or possibly order a new SIM card on your own within the support pages. 

 

You can still talk with other people on iPhones with FaceTime, or if you have WhatsApp if you are using them. 

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New Poster

Re: Need to replace sim card; stores are closed

Thanks, yes, I was eventually able to reach a "live" agent.  I had been stuck in a "virtual chat assitant" loop for a bit first.  

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New Poster

Re: Need to replace sim card; stores are closed

How were you able to reach a live person?  My daughter's phone also needs a replacment SIM card but we are struggling to get in touch with Xfinity; the "14-21 mintue" wait time on the phone was over 1/2 hour on my lunch break and the Virtual Assistance is useless.