Visitor
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1 Message
Galaxy S25 - getting not supported error
Contacted Xfinity to get bundle of Internet and Mobile. Gave them my IMEI for my Galaxy S25, and said it needed to be unlocked. It was already unlocked (paid for in Jan 2025) and verified by current carrier. However, after 2 days of trying to get resolved, and 4+ hours on support chat on 9/20/2026, I was told the phone was not compatible, could not be transferred, and I would have to buy a new phone from Xfinity. I see numerous people are having this problem, so its definitely an Xfinity INTERNAL ISSUE. Forums says the IMEI can be added to their database and can be transferred. Without spending another hour, day, week on messaging to get this fixed, can you help resolve, as you've done for others. Otherwise, I'll return the internet gateway and go with another provider for internet and mobile. Thank you.
XfinityAmira
Official Employee
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5.1K Messages
1 month ago
Hi @user_itg4qd! Thanks for taking the time to reach out on our Xfinity Forum. We appreciate you being a customer with us and my team is here to support you. We can definitely submit a ticket to our Mobile department for further assistance with this. I see you have already sent us a Direct Message.
Please note that sending unsolicited direct messages is a violation of our forum guidelines. You must first create a Public post requesting assistance, and once a Comcast-verified employee responds and asks for a direct message to be sent, you can then proceed with doing so. This is just a heads-up for future reference, but I look forward to further assisting you via the direct message.
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