Formal complaint — Apple Watch activation failing (10+ hrs on chat); need remote fix, account cleanup, and billing credit

Hi Xfinity (Mobile),

I’m a long-time Xfinity customer. My Apple Watch (GPS + Cellular) will not activate on Xfinity Mobile, and I do not have time to call or visit a store.

Problem (repeatable):
iPhone Watch app → Cellular → Set Up Cellular → Xfinity page says it’ll add a line → Get Started → “gathering info” → error: “Sorry, looks like we are having technical difficulties. Please try again.”
Result: the watch only works when near the iPhone; my 11-year-old daughter needs it to work at school when she’s away from me.

What I’ve already done:

• Restarted iPhone & Watch; unpaired/re-paired

• Added new eSIM; followed all published troubleshooting

• Same error each time → points to carrier-side provisioning issue

• Followed all other instructions given to me by your team.

Account cleanup needed:
My account shows too many watches/devices. I should have three (3) watches total, not six. Please remove duplicates/old wearable lines and ensure I’m not billed for them.

I’ve already spent 10+ hours (closer to 20 hours, I bet) in chats; you can verify this in my log.

Please DM me (or provide a monitored email address) so I can send account/device identifiers privately.

Requested actions (no phone/store):

1. Clear any pending/partial wearable line and rebuild Apple Watch provisioning.

2. Attach EID/IMEI and complete activation of the wearable line.

3. Audit/clean up duplicate watches/lines and issue a billing credit for the time this hasn’t worked.

4. Send me a ticket/case number via DM.

Thanks.