Been trying to setup cellular on an Apple watch for a year

Hello,

I have an Apple watch that I want to setup for my child with cellular service. I've been attempting to get this to work for a year, via chat, phone calls and in person at Xfinity stores. I won't go into the full history, but just tell you where it is now. I setup the watch for my son, it pairs successfully to the iPhone, but when I try to setup cellular it tells me it can't because the watch is currently activated and paired with another phone.

They were unable to help me in the store and said I need to call in to get the watch switched to be a standalone, but I've gotten better support on these forums, so I'm trying here instead.

Also note I've been paying for a line of service and a watch that was supposed to be free for a year that I've been unable to use. The store created an incident to help get me a credit for that as well.

Is there anyone who can help me?

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XfinityDemitrius

Official Employee

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2.6K Messages

8 days ago

Hey @user_xy42u8, Thank you for visiting our official Xfinity Forums Community support page. We are limited on the assistance we can provide with the Xfinity Mobile services. Our dedicated Xfinity Mobile team is better equipment to access the account and assist with activation issues of an Apple Smartwatch.

Have you had a chance to visit our 'How do smartwatch plans work with Xfinity Mobile?' and 'How do I activate my smartwatch?' support pages? These would be the best help and support articles to activate the device. Do you know for sure that you are paying a $10.00 smartwatch fee for the device and does it appear on your Xfinity Mobile billing statement?

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user_xy42u8

Visitor

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4 Messages

Yes, I've used those links repeatedly. I've done all of the basics, been on chat and phone support for hours, and in the store twice. The line is active, and I'm being charged for both the line and the watch.

How do I get support from a higher tier support representative for mobile? Anyone I get when I chat or call is clearly handling multiple chats/ conversations at the same time and it will take me at least an hour to get past the basics. At this point I'd rather just switch carriers than have to deal with that again.

(edited)

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7 days ago

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XfinityFrank

Official Employee

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2.3K Messages

@user_xy42u8, thanks for confirming. Do you know what other phone the watch might be paired with? You can try these steps on that device :

Open the **Watch app** on your iPhone.
Select your Apple Watch at the top of the screen.
Tap the **info button** (i) next to the watch you want to unpair.
Choose **Unpair Apple Watch**.
Confirm the action by tapping again to unpair.

If that does not work and allow you to pair with the correct device, we can check to see if there is anything more we can do to help. Just send a direct message to us by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your full name and complete street address.

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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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7 days ago

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user_xy42u8

Been trying to setup cellular on an Apple watch for a year

XfinityDemitrius

user_xy42u8

XfinityFrank

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