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user_svbmav
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Sunday, June 14th, 2026 11:32 PM

SIM Pairing

Hi, I've seen a few other people post about this topic. I'm posting so I can get support.

I recently purchased an iPhone 17 Pro Max and transferred the existing eSIM on my iPhone 13 Pro Max to it using the built in iPhone transfer from an existing phone. After completing activation, I logged into the Xfinity mobile website to turn Number Lock back on. When viewing the Device information in the Xfinity Mobile website, it complained about the IMEI and now I have a Paired SIM on the line. When I look at my Device information on the Xfinity Mobile website, I see both the primary IMEI and the paired IMEI of the new phone. The paired IMEI is shows up on my new iPhone as IMEI2 under Settings -> General -> About page.

I used the Xfinity Mobile website to generate a new eSIM for this phone and completed activation. However, the Xfinity eSIM is using IMEI2 and not the primary IMEI. The paired IMEI message in the Xfinity Mobile website is gone when viewing that device.

I don't know what kind of issues this may cause, but I'd like to get help so that the primary IMEI is the only one being used on my phone. I'm happy to take the phone into a store if this can't be fixed online.

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16 hours ago

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XfinityAldrik

Official Employee

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2.6K Messages

16 hours ago

Thanks for reaching out @user_svbmav! This sounds like an eSIM device pairing/IMEI registration issue that is causing the active eSIM to be associated with IMEI2 instead of the primary IMEI.

 

One thing to note: on dual SIM devices, it is common for the device to have more than one IMEI, and eSIM may be associated with IMEI2 depending on how the device and carrier profile are provisioned. 

 

A quick step you can try now:
Please go to Settings > General > About on the iPhone and confirm which IMEI is listed under the active Xfinity cellular plan. If calls, texts, data, and Number Lock are working correctly, please do not delete the eSIM yet, since removing it could interrupt service.

 

Since you’re specifically trying to confirm whether the line should be registered to the primary IMEI, we’ll need to review the device profile, active eSIM, and IMEI pairing on the mobile line to make sure everything is properly provisioned. 

 

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:

  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.

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