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user_ezmj8n
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Friday, December 5th, 2025 3:33 PM

Brand new unlocked Samsung phone fails compatibility check

Hello...I have purchased a new unlocked phone from Samsung during Black Friday. I was going to replace my current phone and it is failing the compatibility checks. I verified with Samsung that the IMEI numbers were for an unlocked phone. It is a Samsung Fold7. I have called into support twice and have not had any luck, other than purchasing a new phone.

Looking at these forums, this seems to be a common problem that can be corrected. Can I get some help?

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2 days ago

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user_ezmj8n

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5 days ago

As an update. I did call a third time. This time an agent helped me. I have a case CAS3227262. They are using this to register my IEMI numbers. Disappointing that I was told this would take 5-7 business days.

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XfinityRichard

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Hi there, @user_ezmj8n ! Thank you so much for reaching your Digital Care team. I appreciate your patience while you waited to connect with me. I do apologize for the trouble you are experiencing with your new phone. Please be assured you reached the right person to assist you. Can you please DM me your first and last name, along with your full service address so that I can assist you further.-Richard

 

Please send a private message by clicking the direct messaging chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. 

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.
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3 days ago

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user_ezmj8n

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Thank you. I have sent a direct message. Before I saw this, I called into the mobile support again. They are trying to help me, but so far it does not seem to be going well.

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2 days ago

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user_v127p4

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2 days ago

I am facing same issue, talked to multiple agents but still the issue is not resolved, one of the agent said to contact Samsung as they sent me wrong device which is locked with some other Network though after providing both of my IMEI :)

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