Visitor

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2 Messages

Thursday, November 20th, 2025 5:19 PM

Xfinity unable to register Purchased Canadian iphone 17. DO NOT TRAVEL WITH XFINITY as you will not be able to register a non-us phone.

I purchased a new iphone 17 for my daughter in Canada.  It came via the Canadian online apple store. 

After 5 hours of phone time and 4 days, Xfinity simply cannot register a brand new iPhone 17 and my daughter is without service. 

Here is what I have been told: 

  1. This is a blocked phone.  (I have the screen shot showing it is not).  
  2. It is blocked by Verizon.  So, I merged in a call with Verizon who confirms to Xfinity that it is not. 
  3. It is not a valid phone.  So I bring in Apple Care and Apple Sales who looks at the order and the IMEI.  They trace the phone and tell Xfinity that it impossible to have a phone which originates in the Canadian online store be registered to an American Carrier before it comes out of the box. They confirm that it is, indeed, an unlocked iPhone 17. 
  4. Xfinity says I am to return the iPhone 17 to the Apple Store and ask for another iPhone 17 because this is clearly not a valid phone. 
  5. Xfinity is not able to send me this communication in writing.  I cannot access these instructions in any way although they are said to be recorded for training. 

Here is what I know, given by a friend who created the specs for the 4 versions of the Apple iPhone 17 (Canada, US, China and other): This is not a hardware issue. This is an Xfinity problem. 

Conclusion: 

  1. Xfinity is not the service you should use when traveling. It will not be possible to connect a non US phone should you need to replace yours.
  2. Effectively, Xfinity discriminates against migrants. 
  3. The phone will have to be returned to Apple. As the IMEI is printed on the side of the phone box, it would be easy to take a video where we enter the IMEI into the Xfinity browser to check for compatibility before purchase.  I am certain that it will be blocked but I have no idea where to post that video.
  4. I am not sure if this is an FCC complaint or FTC complaint but consumers need to know that Xfinity is so limited. 
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Official Employee

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3.8K Messages

1 day ago

@user_lkrcrv

 

Thank you for reaching out. I am sorry for how your experience has made you feel. We are a USA based company and can only use phones manufactured for the USA. I totally get how this is not the best answer or the most desirable, and I am really sorry. We do however have plans that allow you to use you USA based phone internationally as long as it meets the terms and conditions.  

Visitor

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2 Messages

It is purely a choice that Xfinity cannot register a Canadian phone on their network; it is not a hardware issue. 

Educate your staff (Seriously, 5 hours?)

 

Advertise your limitations fully (I had no idea and your staff doesn't either.  Feel free to check the notes and recordings)

Recognize that this will preclude migrants from your service and strand travelers who lose their phone from your service. 

Obviously I am aware that you "have plans that allow you to use you USA based phone internationally as long as it meets the terms and conditions."  What I didn't know is that you were incapable of registering a new phone should that USA phone be lost during travel abroad.  

I registered an FCC complaint just in case you have more work to do. 

I will switch to carrier who can handle a typical traveling scenario.  

Official Employee

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3.8K Messages

@user_lkrcrv I fully understand that the scenario you found yourself was not ideal since the phone was lost while traveling. Just so you are aware we do not accept all USA based phones as well it is not just from out of country. If the IMEI is not compatible we are unable to provide services with that device. Again I totally get how this is not the best answer or the most desirable, and I am really sorry

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Expert

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114.6K Messages

1 day ago

The concern is not "accessibility / disability" help related............ Topic moved here to the proper help section.

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