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No Support for Stainless Steel Apple Watch Series 5?

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New Poster

No Support for Stainless Steel Apple Watch Series 5?

I just purchased an apple watch series 5 in stainless steel. It's lovely but when I try to set it up with Xfinity Mobile, the process fails at the final step. Having talked to people on the phone and even wandered to an Xfinity store it turns out that only the aluminium models are supported. 

 

Can this be true?! Regardless of the case material, the inside of the watch should be the same shouldn't it?

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New Poster

Re: No Support for Stainless Steel Apple Watch Series 5?

I have the same problem and I have the aluminum Apple Watch Series 5. After 8 hours of calls and troubleshooting they said my watch is GSM only and not CDMA. On the Apple website, it clearly states all the compatible carriers and includes Xfinity Mobile : https://www.apple.com/watch/cellular/

So according to them I need to exhange my watch and see if it comes in compatible or return it and buy on from Xfinity Mobile. I bought mine through the Apple Store online. So frustrating!! 

 

I think the infrustructure to support this new watch is not quite ready and they are making things up as they go. Just spent another 4 hours on this and no luck. If anyone can help, please post!

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Regular Contributor

Re: No Support for Stainless Steel Apple Watch Series 5?

 I had the same month long saga trying to activate my series 3 watch  and was finally successful with tier 3 support .  Canceled the series 3 service and  I Activated a new  Xfinity phone and tried to activate a new series 5 aluminum  purchased from Apple .  No luck 

 

  If activation of a new watch fails My best advice is to call tech service and insist they fill out a technical troubleshoot complaint and ask it to be escalated to tier 3 support.   Level one support and most store personnel want to be very helpful but are wasting everyone’s time .

 On the troubleshoot ticket include the paired phone number and the IMEI number of the watch .

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Official Employee

Re: No Support for Stainless Steel Apple Watch Series 5?

Hello everyone,


I want to thank you for your time and patience and wanted to provide important information regarding the Apple Watch Series 5 compatibility situation. As of now, the only Apple Watch series 5 devices that will be able to connect to cellular service with Xfinity Mobile are the following models;


Watch Series 5 Aluminum 40mm Space Gray w/ Blk Sp Bd
Watch Series 5 Aluminum 40mm Gold w/ Pink Sand Spt Bd
Watch Series 5 Aluminum 44mm Space Gray w/ Blk Sp Bd
Watch Series 5 Aluminum 44mm Gold w/ Pink Sand Spt Bd


If you have purchased an Apple Watch series 5 model that is not one of the ones mentioned above, support for those devices is incoming. As of 9/30/2019, we will be supporting all Apple Watch series 5 models.


What still holds true for Apple Watch series 5 as it did with series 3 and 4, if the device originated from AT&T, T-Mobile, or Sprint, all models from those service providers remain incompatible.

 

Let me know if you guys have any other concerns. You can private message me by clicking on my name ‘ComcastChrisL’ and then click on ‘send message’. Thank you again for all of your support.


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.
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New Poster

Re: No Support for Stainless Steel Apple Watch Series 5?

 My new steel iWatch5 will not connect to our cellular xFinity plan. I completed the setup at the xFinity store and all went well until the last step at which we got an "Uh, Oh". The agents can't figure out what to do. They say it isn't registered at Apple.

 

Are you assuring us that all iWatch 5 models will be connected as of Sept 30th?

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Regular Visitor

Re: No Support for Stainless Steel Apple Watch Series 5?

Hi,

Is there an update as to when full support will be? I tried activating my S5 titanium now that it’s the 30th and I’m still getting an error.