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

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.

@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

First of all, I do not see this "Direct Message" icon at the upper right corner of this page so I can not continue to send a direct message to Xfinity.

Second of all, I have the ticket # that was created by the Asst. MGR at the Oak Valley Dr, Ann Arbor, MI store.  # CAS2941973.

So we went back to the store again 10/3/25 to check on the progress of your "Tire 3" ticket - well, basically, we were told that there was NOTHING Xfinity can do, we have to go to VERIZON???!!!! Really??!!

First, we were told to go to APPLE store (Apple basically told us that it is YOU - Xfinity problem), and now, we have to go to VERIZON???

Anyway, after suspending/reactivating the service, re-issue the eSIM card, and more than 3 hours with your "BACK-END" support, the store agent finally had no choice but to do a HARD factory reset on our phone......

Summarize -- After 4 hours in the store, we can finally receive the RCS messaging!!

Apparently, this has become a fairly common problem seen in the store, Xfinity really needs to take a hard look at it and incorporate the solution steps into your SOP!

By the way, The assistant Manager, Andrew, at this Oak Valley Dr, Ann Arbor store really deserve a raise or reward for spending hours in helping us with his extreme patience.

Hello @user_nm85m4, I hope you are doing well. The direct message icon is the one in the top right that looks like a square conversation bubble with two lines in it, should be the icon to the left of the left of the profile icon and the bell for notifications. I am really glad to hear that Andrew was able to assist you and get the issue resolved with the messages.