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user_iqhe12
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Visitor

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2 Messages

Monday, August 4th, 2025

BYOD Issue – Unlocked Galaxy S25 Not Compatible

Hi, I recently got an unlocked Samsung Galaxy S25 from T-Mobile. I’ve verified that the phone is unlocked, but when I try to bring it to Xfinity Mobile using the BYOD tool, it says the device is not compatible.

I’ve already spoken to Xfinity support by phone and was transferred to the Mobile Repair team, who could not help. I’m trying to find out if anyone can help resolve this — either by making the phone compatible or providing guidance on what needs to happen for it to work with Xfinity.

Can this issue be fixed, or escalated to someone who handles BYOD and device provisioning?

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4 hours ago

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XfinityQuemekia

Official Employee

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657 Messages

3 months ago

Hey there @user_iqhe12, sorry to hear that you have been experiencing issues with bringing over your own mobile device. Send me 

a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.

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user_iqhe12

Visitor

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2 Messages

Just sent it. Thanks!

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3 months ago

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XfinityQuemekia

Official Employee

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657 Messages

@user_iqhe12

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging

Click the "New message" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

- As you are typing a drop-down list appears. Select "Xfinity Support" from that list

- An "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window

Press Enter to send it.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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3 months ago

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user_h8p4ci

Visitor

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2 Messages

@XfinityQuemekia​ Can you help me? Same issue. I purchased a Galaxy S25 outright, unlocked from Tmobile. Specifically unlocked so I an add my xfinity number. Xfinity says it's not compatible. How can we fix this?

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5 hours ago

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user_h8p4ci

Visitor

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2 Messages

5 hours ago

I have the same issue. Just purchased the S25 and now Xfinity is telling me the phone is not compatible. What? IT's been around for almost a year. What is happening? 

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XfinityJustinC

Official Employee

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1.7K Messages

@user_h8p4ci​ thank you for reaching out over Xfinity Forums. You've contacted the right place for support, and I definitely want to look into the device compatibility concern further. When you check the compatibility on the website, is there any explanation of why it's not compatible? 

https://www.xfinity.com/mobile/learn/byod

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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4 hours ago

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