Visitor
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2 Messages
Need to check IMEI on Xfinity's side
Hi, I recently bought two unlocked Samsung Galaxy S25 phones. One phone was an breeze to upgrade/swap out on my account. The second phone came up as incompatible. I did put out a ticket out to the vendor I bought the phones from, but they asked me to double check the IMEI with Xfinity support. The chat bot on Xfinity has not been helpful, and just sends me in circles. I need an Xfinity employee to check this IMEI on Xfinity's end to see what it says.
Thank you for your time!
XfinityJamesC
Official Employee
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2.9K Messages
3 hours ago
Greetings, @ST4RB34K! I hope your week has been treating you well. I appreciate you taking a moment out of your busy day to leave a post on our community forum about these mobile devices, and I want to ensure you’re able to get in touch with an awesome Xfinity Mobile expert to help get this resolved.
My guess is, you've already tried running the IMEI through our Compatibility Checker online (https://www.xfinity.com/mobile/byod/compatibility/imei), is that correct? If you are still experiencing issues, please send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to point you in the right direction.
To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.
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