Visitor

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10 Messages

Monday, July 21st, 2025

Phone not compatible with Xfinity Mobile (Google Pixel 4a5g)

Greetings,

I have two similar phones.

Model Google Pixel 4a5g.

One is activated with Xfinity Mobile and other is getting message "Unfortunately your phone isn’t compatible" while I entering IMEI numbers.

And I am really confused.

Because technically this phone is compatible. But somehow it's not.

May Xfinity update their IMEI database and add my phone's IMEI so I can add new line for it?

I tried to solve this issue thru chat with support, but hopeless.

Thank you in advance.

Best regards,

Iurii

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Official Employee

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2.3K Messages

12 days ago

Greetings, @user_uldn30! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear one of your devices was not compatible with with our service. Some Google Pixel 4a phones are compatible with Xfinity Mobile while others are not. This is due to differences in network technology used by various carriers. The IMEI database is configured to check for these differences, so if it shows a phone as not compatible, it is not something that can be changed, unfortunately.

 

I had a similar issue with an iPhone 7 a few years back. I bought a new iPhone 7 from Xfinity Mobile for my wife, so it would match my iPhone 7 that was still being paid for through AT&T. Once I paid off my phone, I tried to transfer it to Xfinity Mobile, but I ran into the same compatibility issue you described. The two phones were identical in every single way, but AT&T's network technology was not compatible with Xfinity Mobile on particular phone. If I had had an iPhone 8 or an iPhone X, there wouldn't be a problem, but the 7 was just built differently.

Visitor

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10 Messages

@XfinityJamesC​ I forgot to mention that I used this phone before with Verizon Wireless. As far as Xfinity Mobile is based on their network then this phone 100% compatible.

Visitor

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10 Messages

@XfinityJamesC​ And I have Pixel 4a5g, not a Pixel 4a that you mentioned. This is different model.

Official Employee

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2.3K Messages

It would definitely be worth looking into, @user_uldn30. If the compatibility issue is based on something besides the network configuration, you might be able to clear things up. If you could send our team 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 put you in touch with an awesome Xfinity Mobile expert to help get this resolved.

 

To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.

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

Visitor

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10 Messages

@XfinityJamesC​ I sent direct message. Could you please confirm receiving? Thank you 

Official Employee

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1.7K Messages

@user_uldn30 I have replied to your direct message. 

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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