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frustrated_user9999999
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09/29/2026 2:21 AM

Apple Watch line assigned to wrong IMEI – need device swap, no resolution after store visit and calls

I replaced my Apple Watch with a new Apple Watch SE 3 (GPS + Cellular). My billing shows the watch line is active, but it says the SIM was switched to my OLD watch's IMEI instead of the new one. Because of that, the new watch shows "No SIM" and can't download an eSIM.
What I've already done:
• Unpaired the old watch and re-ran Set Up Cellular on the new watch
• Visited an Xfinity store three times; was sent to the in-store virtual assistant twice and then told to go to Apple
• Called Mobile Support today; after 1.5 hours, the call was disconnected on your end
What I need: a device swap on the watch line to the new watch and a fresh eSIM profile pushed to it.
• Old watch IMEI (currently on the line): available by DM
• New watch IMEI: available by DM
• New watch EID: available by DM
I'd also like a credit for the time I've been billed for a line I can't use. Please DM me to verify my account.

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18 hours ago

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frustrated_user9999999

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3 Messages

18 hours ago

Teresa V. from Xfinity Mobile Executive Resolutions informed me that this was not a regular support issue or a problem that could be solved by resetting and going through the setup process again. It was an issue with the Verizon Network, and they had to resolve it on their end. After several days, they were able to switch the eSIM from my old watch to the new one. 

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XfinityAmandaB

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3.5K Messages

frustrated_user9999999 Thank you for the update! I am glad that this was able to be corrected with Teresa's help. Stop back in again anytime and make a new post if you need help with anything in the future. 
I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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18 hours ago

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XfinityAmandaB

Official Employee

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3.5K Messages

8 days ago

frustrated_user9999999 Thank you so much for stopping in for help with getting the correct watch activated for you. Changing your connected watch can be done on your end. If the old one is showing as active again, you can check out how to unpair the old watch here.

Once unpaired, retry the activation process here to see if that corrects the issue.  

If you are still having issues, please let me know. 

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frustrated_user9999999

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3 Messages

Thanks, Amanda. For anyone else hitting this: I unpaired the old watch and retried activation as suggested, but it didn't resolve the issue. Under Set Up Cellular, "Replace an Existing Device" appears, but no devices are listed to select, so the line can't be moved to the new watch from the customer side. It appears to need a device swap on Xfinity's end.

Teresa V. from Xfinity Mobile Executive Resolutions has since reached out to me, so I'll work with her on the swap and billing credit. I'll leave this thread open and post what fixed it once it's resolved.

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8 days ago

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XfinityDena

Official Employee

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4.7K Messages

Thank you for that update. We will follow up to confirm the issue is resolved.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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8 days ago

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XfinityJustinM

Official Employee

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1.1K Messages

Hi @frustrated_user9999999,

Just wanted to make sure we were still in the loop. Have there been any new developments regarding the issue? 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please mark as Best Answer.tick

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3 days ago

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