It's always a smart move to create a backup of all your personal phone data, so you don't lose it. Once you have a backup, you can reset your phone and start fresh.
Resetting an eSIM device
If your phone has an eSIM (electronic SIM), when performing a factory reset for troubleshooting, you must choose to keep your eSIM. This will guarantee your access to the Xfinity Mobile network is not removed.
Follow the steps below to ensure you maintain your eSIM.
Apple
Go to Settings > General > Reset > Erase All Content and Settings > Erase iPhone > Erase All and Keep Mobile Plans.
Note: Failure to choose the Erase Data and Keep eSIM option will cause the eSIM to be returned and assigned to the next device undergoing activation.
Google Pixel
Go to Settings > System > Advanced > Reset Options > Erase all data.
Your eSIM will automatically be retained unless you select the option to delete it.
Samsung
Go to Settings > General management > Reset > Factory data reset > Reset.
Your eSIM will automatically be retained unless you select the option to delete it.
More information on backing up and resetting your phone
To learn more about backing up and resetting your phone, as well as troubleshooting information, visit our Support page and search for your specific device, or visit one of the links below: