Skip to main content
timc1475's profile
timc1475
Conversation Starter
1st Like
1st Accepted Solution

Frequent Visitor

 • 

21 Messages

Monday, March 23rd, 2026 5:22 PM

Tier 3 support Provisional IMEI Mismatch on BYOD S26 Ultra - Diamond Member Assistance Requested

Hello,

I am a long-time Diamond Member with multiple Xfinity services (Internet, Mobile, and TV). I recently purchased a factory-unlocked Samsung Galaxy S26 Ultra directly from Samsung.com and activated it on my existing mobile line.

I am experiencing a Provisional IMEI Mismatch in the Xfinity Mobile system. Even though the phone is active, the device information on my account is incorrect.

Actual Device: Samsung Galaxy S26 Ultra, Sky Blue, 512GB (Unlocked).

System "margin: 0;">Steps already taken:

I visited a physical Xfinity Store where the representative moved me from a physical SIM (from my previous S25 Ultra) to an eSIM on the new S26 Ultra.

The store representative confirmed the mismatch but stated their system could not manually override the placeholder data.

I have spoken with phone support multiple times, but the agents were unable to open a technical ticket to update the IMEI database with the correct storage and color specifications.

Since I have the 512GB model, I want to ensure my account reflects the correct device for insurance and future trade-in purposes.

Request: Can an Official Employee please open a Tier 3 Technical Ticket to "whitelist" or update my IMEI entry in the master database so it reflects the correct 512GB Sky Blue specifications?

I am happy to provide my IMEI and account details via Direct Message once an employee responds to this thread.

Thank you for your help.

Question

 • 

Updated 

10 days ago

32

1

0

Oldest First
Selected Oldest First
XfinityBrianH

Official Employee

 • 

2.1K Messages

12 days ago

 

timc1475  Can you please send us a DM. You can start by clicking the chat icon located in the top right corner of your forums' page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions. 

 

4

0

timc1475

Frequent Visitor

 • 

21 Messages

I did not see xfinity support only 3 prior conversations with the team i think. Anyway I sent the info to those 3 chats.

Like

Reply

12 days ago

0

XfinityJoe

Official Employee

 • 

1.3K Messages

@timc1475

Please send us a DM with your full name and address to Xfinity Support. 
To send a direct message:
Click "Sign In" if necessary
Click the "Direct Message" icon 
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
An "Xfinity Support" graphic replaces the "To:" line.
Type your message in the text area near the bottom of the window
Press Enter to send it

See https://comca.st/3kYXwkR for an example

(edited)

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 a reply as the Accepted Answer.tick

Like

Reply

12 days ago

0

timc1475

Frequent Visitor

 • 

21 Messages

Thanks for the walk through Joe,. Yet many as myself rarely come to the forum unless an unusual issue presents so it may behoove you to copy paste that instruction set as your signature going forward so it is always there for quick reference saving us both time. Having said that I did as instructed. ty. 

Like

Reply

11 days ago

0

timc1475

Frequent Visitor

 • 

21 Messages

I suspect with all the new EMIE numbers for the new phones I was told there is a lag and issue on xfinity's end and tons of new S26 phones are defaulted to just the black color and 256 gigs. But can the tech 3 tier force the correct color and storage size or not? Otherwise how long before Xfinity corrects this as customers need this info correct for insurance & trade ins. I contacted support via chat but with the long delay we missed eachother.

Like

Reply

10 days ago

0

forum icon

New to the Community?

Start Here