new iPhone 17 pro is active & working fine but the Xfinity App & online account still says I need to activate it??

Thanks for letting us know, @user_g517w4! Just to confirm - you've already tried every available troubleshooting method such as logging completely out on all devices, clearing cache and cookies, using incognito/private mode, and using alternative web browsers?

Yes, I am very computer literate, I have done all of those things multiple times! The Mobile section on the Xfinity App works fine it shows all devices all set up and working, it is the Xfinity Online Account accessed on a computer or tablet that is showing these issues, I am not sure how the App can show everything correctly but the online account does not?

I'm glad, @user_g517w4, and I appreciate all your efforts. If the app reflects the correct status while the web portal lags behind, it indicates a backend provisioning/data-sync discrepancy. Here are the last few things we can try:

Wait 24 – 48 Hours for Data Batching:

Account management web portals often rely on scheduled database batch syncs (especially after ticket closures or eSIM activations), whereas the Xfinity App pulls live device status via direct APIs.

Force a Line Refresh in Account Portal:

Navigate to Devices on the website and click on the affected line to see if an "Update Device" or "Refresh Line Status" prompt appears.

Toggle Airplane Mode & Restart (Network Re-registration):

Having both phones cycle Airplane Mode (on for 30 seconds, then off) or performing a restart forces the devices to re-register on the cell network, which can trigger a background status update to the account system.

Check Primary vs. Secondary Account Views:

Ensure you are logged into the web portal with the primary account holder's ID rather than a manager/member profile, as permission-restricted logins can sometimes display cached or incomplete device setup banners.

Submit a Web Portal Bug Report:

If the banner persists after 48 hours without impacting billing or service, we might be able to escalate internally to our backend/Tier II support team specifically for a web portal display sync bug, so you aren't kept in limbo.

Please try the first few options, then let us know if you see any resolution. I'll check back in with you this weekend, unless you reach out to us first (feel free to update this thread and/or DM us again to pick up where our private chat left off).

On 7/26 in an Xfinity Store I upgraded my plan to Mobile Plus, added a mobile line and purchased Husbands new iPhone 17 Pro, on 8/23 also in an Xfinity Store I upgraded my line & purchased a new iPhone 17Pro, that was almost 2 months ago for his iPhone and almost 1 month for my iPhone, I have already done everything you said and none of it has worked, this is NOT an issue with my new iPhones nor is it an issue with the Xfinity APP (which was showing incorrect info, but has now been fixed by the back end teams) This is ABSOLUTELY AN ISSUE with the Xfinity backend teams, 2 months is a long to time to have the same issues showing, no they do not affect my actual service, BUT my online account should have the correct information on it and should match what is in the APP, this is not something I can fix if it was it would have been fixed on day one! This online account issue needs to updated and corrected by the Xfinity back end team ASAP!!!

Ok, @user_g517w4. We're happy to work on an escalation ticket to them. I'll send you another Direct Message momentarily (since we'll be discussing private account details once more).