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user_u0vcot
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3 Messages

Thursday, October 31st, 2024 1:36 AM

Failed to activate my new device because I can't download the Xfinity App

I have an old iphone SE. The mobile support representative told me it's compatible with Xfinity, thus I ordered a new mobile line for it. However, it requires the Xfinity App to activate the phone. But the App requires iOS 16.0 or later, my old phone stopped at iOS15. I tried to activate the phone with the Xfinity App on my other phone, it says activated. However, my iphone SE still says "No service" with the new SIM card installed. What should I do?

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8 days ago

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XfinityMarcos

Official Employee

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1.9K Messages

20 days ago

Hi user_u0vcot, thank you for trying to use those self-service options and get your phone activated. I can help make sure we get your device up and running, but I'll need to start with finding your account. In order to get started can you please send a direct message to Xfinity Support with your full name and full address by clicking the chat icon in the top right? 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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user_u0vcot

3 Messages

Hi, Marcos,

Thanks for your advice.

I contacted Xfinity support, and she said she already submitted a ticket for this issue, the backend team will fix the Xfinity App bug and send me a link to reactivate the device in a couple of hours. However, it's been a few days and nothing has happened. I still can't download the App with IOS 15. I haven't received any response since that either. 

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13 days ago

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XfinitySheila

Official Employee

 • 

801 Messages

 

user_u0vcot Thanks! I'd like to take a look on our end. 

To get started, please use the chat icon in the upper right to enter Direct Messaging and send us a message with your full name and full address.

 

 Here are the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "direct messaging" 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

 

Please let me know if you have any questions or run into any problems.

To get started, please use the chat icon in the upper right to enter Direct Messaging and send us a message with your full name and full address.

 

 Here are the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "direct messaging" 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

 

Please let me know if you have any questions or run into any problems. 

 

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 a reply as the Accepted Answer.tick

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11 days ago

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user_u0vcot

3 Messages

@XfinitySheila​ This does not help. You just repeated the previous message. 

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8 days ago

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XfinityFrank

Official Employee

 • 

1K Messages

@user_u0vcot, I'm sorry if we were not being clear. We are suggesting you send us a private message, so we can continue working with you. You can send us a private message 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 as well as the ticket number you mentioned. Thanks! 

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 a reply as the Accepted Answer.tick

Like

Reply

8 days ago

0

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