After more than 2 hours at the store and a trip to Apple, still not working (see details)

As you can see from the attached imaging - we are having a lot of trouble getting some knowledgeable at Xfinity to hep us solving the problem of not able to receive some text messages especially from Google and Android phones and not able to receive VERIFICATION CODES sent from bank, ADP, etc...

We ported 4 lines on Aug 22, 2025 from T mobile to Xfinity. 3 lines were "activated" in store except this one. This line was "activated" via instructions. Apparently, since day one, this phone line could not receive VERIFICATON CODES sent from bank, ADP, etc (in order to log into the accounts) and later, we found out that some text messages were not received neither!

We went to the Ann Arbor, MI store and the store manager tried to help us for over 2 hours while chatting with Xfinity with no success! He told us that the chatting agent is telling him that we need to go to the Apple store. We did, and the Apple store is saying that it is Xfinity's responsibility to "turn on" the RCS Messaging".

We went to the Bloomfiled Hills, MI store again, and was told that he is only a sales agent and could not even help us to call Xfinity with us!!

So what should we do now??? Spent another multiple hours with either the chat or phone agents again???

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XfinityBenny

Official Employee

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1.1K Messages

2 days ago

@user_nm85m4 Thanks for adding to the forum and sharing your experience. We know that is important, and the fastest support is by calling 1-888-936-4968 to reach our Mobile Experts. Did you guys get this fixed to receive security codes successfully?

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user_nm85m4

Visitor

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3 Messages

Unfortunately, no. We went back to the Ann Arbor, MI store again to ask for the manager's help again. After several attempts per the chat agent's instruction (including suspending and re-active, new e-sim, etc.), still not working. So the chat agent finally created a Ticket. So now, we are just waiting for a progress update.

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2 hours ago

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XfinityBenny

Official Employee

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1.1K Messages

@user_nm85m4 Oh my, that isn't common indeed. In person help is great, and it is good to work with our store reps, along with the instant chat. We can monitor the progress of the ticket and keep you updated proactively. Send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the message icon located at the top right of this forums page.

Here's the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "Direct Message” icon (upper right corner of this page)

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message

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1 hour ago

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user_nm85m4

Visitor

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3 Messages

2 hours ago

Unfortunately, NO. We went back to the Ann Arbor, MI store again to enlist the manager's help again. After several attempts following the Chate agent's instruction (suspending, un-suspending, new e-sim, etc..), still not working. Finally, a ticket was created by the Chat agent, so we are now waiting for the progress report.....

By the way, I do not think we should be charged the activation fee .....Xfinity service is not fully functional!

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user_nm85m4

After more than 2 hours at the store and a trip to Apple, still not working (see details)

XfinityBenny

user_nm85m4

XfinityBenny

user_nm85m4

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