Visitor
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4 Messages
Apple Watch cellular for kid does NOT activate on Xfinity Mobile line
We got a cellular Apple Watch for our kid.
1. Tried adding it the kid's cellular Apple Watch to an Xfinity Mobile line that already has a cellular Apple Watch connected. Does not work.
Had to go through 3 agents until we were told it could not work with Xifinity Mobile.
2. Were told to add the kid's cellular Apple Watch to the other Xfinity Mobile line that already has a non-cellular Apple Watch connected. Does not work.
Tried troubleshooting via 3 agents during the last 2 months.
Re-sent an eSIM to the kid's cellular Apple Watch and were able to follow the cellular activation process. Then it never activated and still does not work.
Xfinity Mobile needs to be clear and transparent with customers. If you have a cellular Apple Watch for your kid, Family Sharing and cellular activation DO NOT WORK on Xfinity Mobile plans.
No plan from Xfinity Mobile to fix the issue.
No training for agents who end up trying to read the documentation during calls and are unfortunately lost.
No commitment Xfinity Mobile to support what is a very standard usecase for Apple Watches.
We chatted and talked to a total of 7 Xfinity Mobile agents. None of them were able to actually provide a response or fix the issue.
Victorien
Visitor
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4 Messages
2 days ago
To add to my previous post, Xfinity Mobile should train their agents and update its website and app to indicated that the Apple Watch For Your Kids program is NOT supported on Xfinity Mobile's network.
https://www.apple.com/watch/cellular/#table-for-your-kids
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XfinityJanelle
Official Employee
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1.8K Messages
14 hours ago
I greatly appreciate you taking the time to provide us with your feedback. Good or bad, feedback is important to us to not only improve our products and services, but the customer experience as well. I sincerely apologize that you were not able to have the Apple watch for your kids on the Xfinity mobile network. At this time as you know this is not something supported by Xfinity Mobile. We will definitely submit the feedback for you.
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