Visitor
•
1 Message
False "Incompatible Phone" Error on Factory-Unlocked Samsung S23 (SM-S911U1) - eSIM Whitelist Request
Hello Xfinity Community Team,
I am trying to activate an eSIM for my factory-unlocked North American Samsung Galaxy S23 (SM-S911U1) on Xfinity Mobile under the BYOD program.
When I enter my IMEI into the online portal, the system returns the error:
"Unfortunately, your phone isn't compatible."
I have verified that the device hardware is fully unlocked and fully compatible:
- Model Code: Genuine US Factory-Unlocked variant (SM-S911U1).
- Hardware Scan: Turning off automatic selection under Settings \rightarrow Connections \rightarrow Mobile Networks \rightarrow Network Operators displays T-Mobile, Verizon Wireless, and AT&T.
It appears my IMEI is simply missing from the backend Verizon/Xfinity Device Management Database (DMD) lookup whitelist. Could an Official Employee please assist in opening a Tier 2 technical ticket to manually map my IMEI so I can complete my eSIM activation?
Thank you,
Pramod
XfinityEva
Official Employee
•
2.6K Messages
18 hours ago
@user_xa1avz Hi there, and thank you for taking the time to provide such detailed information about your device and the activation issue you're experiencing. I can certainly understand how frustrating it is to have a factory unlocked device appear incompatible when attempting to activate service.
We'd be happy to take a closer look into this for you. Please send us a direct message with your full name and service address to get started.
1. Click "Sign In" if necessary.
2. Click the "Direct Messaging" icon.
3. Click the "Start new conversation" (pencil and paper) icon.
4. In the "To:" line, type "Xfinity Support".
5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
6. An "Xfinity Support" graphic will replace the "To:" line.
7. Type your message in the text area near the bottom of the window.
8. Press Enter to send it.
For an example of how to send us a Direct Message, check out this link
How to direct message within the forum
0
0