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.
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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.
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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