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user_nmc8pr
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Thursday, July 30th, 2026 10:48 PM

Need IMEI whitelisted

I bought a Ulefone mini 20t pro after calling Xfinity and making sure that the phone could be whitelisted if there were "compatibility" issues as I have read people having in the past, especially with Verizon. 

I bought the phone and tried to get service transfer to it. I'm being told that there is no way to whitelist the IMEI as per Xfinity policy when I finally escalated it to the escalation team, which probably told me to go to a different carrier and that the conversation was over and I was hung up on. 

I would really like to use the brand new phone that I bought on this network, I know it is physically compatible with the network, I just need somebody to make the policy decision to add the IMEI so that I can remain a customer with Xfinity

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17 days ago

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XfinityMarcus

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2.3K Messages

23 days ago

@user_nmc8pr thank you for using the Xfinity Community Forums page to reach out today. I understand that you obtained a new device. Just to confirm are you trying to use the device from another company with Xfinity service, or are you trying to use an Xfinity Mobile purchased device with separate company?

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user_nmc8pr

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@XfinityMarcus​ I'm trying to use a phone I purchased retail outside of Xfinity. 

It is not a part of the approved vendor list from Xfinity (Google, Samsung, apple) the device is completely compatible with the network. The problem is it's IMEI number is not on xfinity's device management database. 

Xfinity refuses to add it. Fortunately some people have had some success going to Verizon and getting them to add it. Xfinity poles some of their data from Verizon database so hopefully within 72 hours we will see the phone become compatible with xfinity's Network. 

It's pretty frustrating that Xfinity has company won't do extra work for their customers to make their preferred phones work when the parent network will but thankfully there seems to be some workarounds. 

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23 days ago

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XfinityMarcus

Official Employee

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2.3K Messages

user_nmc8pr thank you for that additional insight and information to help paint the picture of what exactly you wanted to get accomplished. If the device is able to be added in this way that will be great news, in fact I will set a reminder to follow up with you in 3 days just to check on our end.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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23 days ago

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XfinityJustinC

Official Employee

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2.5K Messages

Hello, @user_nmc8pr I wanted to check back in with you to see if you were able to get the device IMEI updated. Please follow up at your convenience, I look forward to hearing back from you. 

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.
Was your question answered? Please mark as Best Answer.tick

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20 days ago

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user_nmc8pr

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No I have not been able to.

Now my service with the phone I bought from Xfinity won't work and customer support is telling me to go into the store to get it figured out and then I'll probably have to buy a new phone. 

I don't think I'm going to stay a customer after all this

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17 days ago

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XfinityMarshante

Official Employee

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1.4K Messages

@user_nmc8pr, Sorry to hear that you still haven't been able to get this resolved. I can understand how frustrating and disappointing it must be to deal with one issue after another, especially when it's now affecting a phone you purchased.  Traditionally, there is no way to manually add an IMEI into the compatibility system. Device eligibility is determined through the IMEI verification process, which is used to confirm whether a device can be activated on the Xfinity Mobile network.

I've included the IMEI checker below for you to verify the device's compatibility. If the IMEI is not recognized as eligible, it would indicate that the device is currently unable to be migrated to our network through the standard activation process. https://www.xfinity.com/mobile/byod/compatibility/imei
Have you had a chance to visit your nearest Xfinity Store regarding the issue with your device?

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.
Was your question answered? Please mark as Best Answer.tick

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17 days ago

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