Visitor
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1 Message
IMEI Mismatch
Hi, I am trying to activate a factory-unlocked Z Fold 4 (SM-F936U1), but your backend database has a provisioning block/IMEI mismatch from an eSIM transfer following a phone switch. The WiFi ribbon in my previous Z Fold 4 was damaged and while transferring the eSIM to my new Z Fold 4 through USB instead of WiFi, I lost Xfinity coverage on my old phone but the data did not properly transfer and needs Tier 2 level service as Tier 1 sees the phone as being locked by a different carrier, but under Software Information, the new Z Fold 4 is indeed unlocked from all carriers but does show the transfer to Xfinity indicating verification needs to be fixed on the backend at Xfinity. Any help would be greatly appreciated!
XfinityMelinda
Official Employee
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497 Messages
3 hours ago
Hi @user_h6xod8! Thanks for reaching out and providing those details. Although your Z Fold 4 is unlocked, eSIM eligibility is also determined by the compatibility check for the device's specific IMEI.
That check determines whether the device supports eSIM activation with Xfinity Mobile or may require a physical SIM. You can find additional information about the activation process here.
If you're still unable to activate the device after reviewing those requirements, we'd be happy to help take a closer look. When you're ready, please send us a direct message with your full name and complete service address to "Xfinity Support". To do so, click on the direct messaging icon located at the top right of this forums page.
Here's the detailed steps to direct message us:
How to Send Us a Direct Message:
To send us a direct message:
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.
https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514
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