Xfinity Support

To whom it may concern and whom can find and resolve this issue that is very problematic and inconvenient: 

Subject: Ongoing cellular service issues on iPhone 17 – Multiple eSIM replacements already performed

– Request for escalated review

Hello Xfinity Mobile Support,

I need escalated assistance with persistent cellular connectivity problems on my iPhone 17 (Xfinity Mobile line).

Summary of the issue:

Inside our home the iPhone frequently drops to SOS / no service and cannot reliably make or receive calls or texts. A different phone (Moto G) receives normal signal in the exact same locations.

This is affecting her ability to receive work-related verification codes and calls. We also lost Doctor's appointment because there was no signal when they needed to confirm a change due to Doctor availability.

Obviously this is an extreme hinderance on our ability to manage daily life. Days and hours worth to be honest on what seems to be a minor issue yet is causing major problems. 

What has already been done over the past 5 days (many hours of effort):

-Multiple eSIM replacements, including a recent one performed at an Xfinity store.

-Original diagnosis and part replacement at Apple for signal and frozen-screen issues.

-Full software reinstall by Apple.

Apple’s Repair Assistant / Finish Repair process completed.

-Apple’s cellular diagnostics still flag an “Account Setting” issue that may be affecting SMS, MMS, or LTE, along with residual connectivity problems. Apple has directed us back to Xfinity, stating the remaining issue appears to be on the carrier side.

-We have spent the last five days and many hours going back and forth between Apple and Xfinity. We are tired of being treated like a ping-pong ball and doing all the footwork ourselves. We need this resolved.

Request:

Please escalate this immediately to a higher-level technician or network/provisioning specialist. We have already replaced the eSIM several times, so another standard eSIM swap is not the solution. We need someone who can review the line for deeper account settings, provisioning, or network-side configuration issues affecting this specific device.

We have Apple diagnostic screenshots and a full service history available. This is impacting work use and needs to be fixed.

Thank you. Please provide a ticket/reference number and next steps today.

Pilar [Edited: Personal Information]

[Edited: Personal Information]

Account # Ending in [Edited: Personal Information]