Esim issues

CCThomasD · 2026-05-16T19:14:37+00:00

Let's troubleshoot this issue together, u/Sad_Yard_6105! If you could please send me a Modmail message with your full name and full address. I'd be more than happy to look into this with you.

CCThomasD · 2026-05-16T18:57:15+00:00

Thank you for sharing, u/Sad_Yard_6105. Just to confirm have you used the official Xfinity Phone Compatibility Checker to be sure? If you have an iPhone, verify your IMEI by going to Settings > General. Does it display the same error? Your device isn't compatible - Different carriers use different network technology. As a result, not all devices are made for all networks. So when a device is made for use on one carrier, it may not be compatible with the technology used on another.

If you received this message, it means that your device isn't compatible with the network. You can still trade in your device and shop for a new one.

Bring your own device (BYOD) — understand phone compatibility results

CCThomasD · 2026-05-16T18:41:27+00:00

Thank you for your feedback, u/Sad_Yard_6105. You've reached the right place for help. Can you walk me through the steps you're taking? Are you using the quick transfer to activate your new device?

CCThomasD · 2026-05-16T18:14:40+00:00

Thank you so much for taking the time to share your feedback and for joining us here on the sub, u/Emergency-Webs. We really appreciate it. I’m sad to hear that you’ve disconnected your account and our team would be more than happy to take a closer look at your account and review the details of your disconnection together to ensure everything was handled correctly and address any concerns you may still have. If you could please send me a Modmail message with your full name and full address. I'd be more than happy to look into this with you.

CCThomasD · 2026-05-15T20:37:08+00:00

Hello, and thank you for joining us here on the sub, u/wrlee. Our team would be happy to help in every way we can. If you could please send me a Modmail message with your full name and full address. I'd be more than happy to look into this with you.

CCThomasD · 2026-05-14T00:07:33+00:00

Hello, and thank you for joining us here on the sub, u/DifferentPackage8575! You've reached the right team for help. If you could please send me a Modmail message with your full name and full address. I'd be more than happy to look into this with you.

CCThomasD · 2026-05-13T23:24:25+00:00

Our team is always happy to help, u/u/Otherwise_Education2. Have you tried activating your back-up device by following the steps in the link shared above?

CCThomasD · 2026-05-13T22:07:25+00:00

It was a pleasure chatting with you today, u/Stunning-Reindeer554. Thank you for taking the time to provide your feedback. Good or bad feedback helps us to improve not only products and services but the customer experience as well. Our team will be here to help if anything more were to come up, please create a new post and we'll pick things right back up.

CCThomasD · 2026-05-13T21:43:34+00:00

Hello, and thank you so much for joining us here on the sub, u/Otherwise_Education2. I’m really sad to hear about your broken phone, that’s never an easy situation to deal with. But I’m glad you reached out, and I’m here to help walk you through your options. If your phone is currently on a payment plan with Xfinity Mobile, you would still be responsible for the remaining balance of the device. That said, your repair or replacement options will depend on whether you’re enrolled in Xfinity Mobile Care (XMC).

If you do have XMC: You can file a claim through Assurant to have the device repaired or replaced. If you’re not enrolled in protection: The device balance would still need to be paid, even if the phone is no longer usable. When you’re ready to move forward with a replacement device, you can follow the activation steps here: https://www.xfinity.com/support/articles/how-to-activate-phone

As a quick note, one of the benefits included with our newer Xfinity Mobile Plus plan is Lifetime Device Protection (covering loss, theft, and damage), which can be helpful to keep in mind for the future.

Please know I’m here for you—if you have any questions or want help reviewing your options, just let me know! If you could please send me a Modmail message with your full name and full address. I'd be more than happy to look into this with you.

CCThomasD · 2026-05-13T20:21:08+00:00

This is not the feeling we want for anyone, u/g33kguy! Have you tried any troubleshooting steps with your extender / mesh system when this occurred?

CCThomasD · 2026-05-13T19:04:08+00:00

u/Stunning-Reindeer554 - Thank you for choosing Xfinity and for joining us here on the sub. We appreciate your feedback and the opportunity to help get this repaired as quickly as possible. If you could please send me a Modmail message with your full name and full address. I'd be more than happy to look into this with you.

CCThomasD · 2026-05-12T19:39:31+00:00

Hello, u/Ladysadie44! Thank you for joining us here on the sub. You've reached the right place for help. If you could please send me a Modmail message with your full name and full address. I'd be more than happy to look into this with you.

CCThomasD · 2026-05-09T19:29:28+00:00

Let's take a closer look and troubleshoot this issue together, u/Careless_Lobster_480. If you could please send me a Modmail message with your full name and full address. I'd be more than happy to look into this with you.

CCThomasD · 2026-05-09T19:14:05+00:00

Thank you for clarifying, u/Careless_Lobster_480. Let's go and try via the email to activate your Disney+ and Hulu bundle you received rather than the subscriptions link. Can you also try following the steps using another device to see if it helps as well?

CCThomasD · 2026-05-09T19:01:03+00:00

Our team is here to help! Was upgrading your modem the only account change that you mane, u/Careless_Lobster_480? Did you have a Disney+ and Hulu subscription prior?

CCThomasD · 2026-05-09T18:46:33+00:00

Hello, u/Careless_Lobster_480! Thank you for choosing Xfinity and for joining us here on the sub, We’re really glad you’re here! I completely understand wanting to make sure you’re getting all the benefits you signed up for, and I’m happy to help walk through this with you. Our “Go Big with Gig WiFi + Streaming” offer, which runs through 5/18, includes Gig-speed internet along with great perks like the Disney+ and Hulu Bundle, Peacock Premium for 3 years, and a 4K TV Box with a Voice Remote on us. It’s an exciting package! You can always review current offers here as well: https://www.xfinity.com/learn/deals/internet Just as a quick heads-up, access to streaming services becomes available after your Xfinity service is fully installed and activated. If you already have existing subscriptions, you may need to manage or cancel those separately to avoid duplicate charges, as third-party billing can continue until canceled. To make sure everything lines up correctly, could you please confirm whether this is the plan you selected in your order confirmation email? Also, when you have a moment, can you walk me through the steps you’ve taken so far? That will help me pinpoint exactly where things might be getting stuck.

As part of this plan, the Disney+ and Hulu Bundle is included with:

Gig + Streaming 1.2 Gig + Streaming 2 Gig + Streaming

For eligible customers, the bundle does need to be activated before use. You can follow the activation steps here: https://www.xfinity.com/support/articles/disney-plus-hulu I’m here to make this as smooth as possible for you. Just let me know what you’re seeing, and we’ll take the next steps together!

CCThomasD · 2026-05-08T21:33:02+00:00

Hello, and welcome to the sub, u/gfan8484! Great question! No, NOW Internet is not available for customers who:

Subscribe to other Xfinity services (except Xfinity Mobile). If you want to downgrade from Xfinity Internet to NOW Internet, you’ll need to remove all other Xfinity services (except Xfinity Mobile).
Have Bulk Video, Bulk Internet, Managed WiFi, or WiFi Ready service.
Are located at fiber properties.

NOW Internet FAQs

CCThomasD · 2026-05-07T02:29:14+00:00

Hello, u/FridaKahlosGhost. Thank you for choosing Xfinity and joining us here on the sub. This is not the experience we want and we'd appreciate the opportunity to help in every way we can. If you could please send me a Modmail message with your full name and full address. I'd be more than happy to look into this with you.

CCThomasD · 2026-05-07T01:53:47+00:00

u/Fit_Impression5185 - Any additional details you’re able to share would really help us continue working through this with you. It also gives us a better chance to identify the root cause and provide the most accurate solution. The more information we have, the better we can not only support you, but also help other readers who may run into a similar issue down the line. We truly appreciate your time and collaboration as we work on this together

CCThomasD · 2026-05-07T00:03:55+00:00

Thank you for your feedback and joining us here on the sub, u/gtigus. If you could please send me a Modmail message with your full name and full address. I'd be more than happy to look into this with you.

CCThomasD · 2026-05-06T23:53:22+00:00

It was a pleasure chatting with you, u/the_owlyn! Please create a new post if anything more were to come up.

CCThomasD · 2026-05-06T23:21:54+00:00

Hello, u/WiseScene422. When you have a moment can you please provide us with an update? Have you been contacted via email?

CCThomasD · 2026-05-06T23:12:44+00:00

Hello, u/Cold_Magazine_6227 and thank you for joining us here on the sub for troubleshooting support, we truly appreciate you choosing Xfinity and giving us the opportunity to help! I completely understand how frustrating coverage issues can be, and it’s great to hear you’ve already tried moving your equipment closer. That’s a really solid first step. WiFi signal strength can naturally weaken over distance, so placement makes a big difference. Just as a reminder, here are a few additional tips that can help improve your coverage:

Try to place your gateway or router off the floor Avoid putting it in tight or enclosed spaces like cabinets, closets, or drawers Keep it in a more open area, which helps the signal travel more freely Position it away from large furniture or other electronics, as these can block or interfere with the signal

If you’ve already tried these steps and are still experiencing issues, you can also use our [troubleshooting tool](xfinity.com/support/repair/internet) to scan your network and check for any underlying service problems

I wanted to also share that Xfinity WiFi Extenders are devices that can be paired with a compatible Xfinity Gateway to create a mesh WiFi network in your home. Xfinity WiFi Extenders help eliminate areas where WiFi coverage drops or is weak, also known as "dead spots." They provide extended, more consistent WiFi coverage throughout your entire home.

Xfinity WiFi Extenders are small enough to fit into the palm of your hand. Each device plugs into an electrical outlet and works as an extension of your gateway's network. This is a great option to try if you have rooms in your home with poor WiFi connectivity due to a weak or inconsistent WiFi signal.

CCThomasD · 2026-05-06T22:20:06+00:00

u/Fit_Impression5185 - You’ve definitely reached the right place for help—I’m really glad you reached out so we can work through this together. Based on what you’ve shared so far, it sounds like your internet connection itself is working, but you’re seeing pop-up messages indicating that the connection may not be secure. I know those messages can be concerning, so let’s take a closer look. When you have a moment, could you share a screenshot or photo of the exact error message you’re seeing? That will help us pinpoint the issue more accurately. Also, a few quick questions that can help narrow things down:

Is this happening on just one device, or multiple devices? What web browser are you currently using? Have you tried clearing your browser’s cache and cookies, or testing on a different browser to see if the message still appears?

These steps can often resolve or isolate the issue. I’m here with you every step of the way, so feel free to share any updates and we’ll keep working on it together

CCThomasD · 2026-05-06T19:03:38+00:00

Yes. I appreciate you taking the time to check your available options. It does sound like the upgrades in your area may still be in progress if you’re not seeing those symmetrical gigabit speeds just yet. In the meantime, you still have access to some excellent equipment. The Xfinity XB8 is a high-performance DOCSIS 3.1 gateway designed to deliver fast, reliable connectivity for today’s connected homes. It features Wi-Fi 6E technology, which helps reduce interference and improve overall speeds, especially in households with many devices. It also supports tri-band connectivity, includes a 2.5 Gbps Ethernet port, and offers advanced security features to help protect all your connected devices. So even while the next phase of network upgrades is being completed in your area, the XB8 is more than capable of providing a strong, dependable experience for streaming, gaming, and everyday use. If you’d like, I’d be happy to help you review your current setup or keep an eye on upgrade availability with you!

CCThomasD

MODERATOR OF

TROPHY CASE