Unable to activate S25 Ultra

I just received an unlocked S25 ultra from Samsung and tried adding it to my Xfinity account. But it is telling me it is not compatible.

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user_3uyezg

7 Messages

1 month ago

same with me. mine is the 1000 gig model , Xfinity says to just order one of their phones, but it does not seem right. My S22 was an unlocked direct purchase, and it worked

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@user_3uyezg changing to physical sim works with no problem do not let them trick you until getting one of their versions of the phones That's what this whole thing is about That's what they're trying to get people to do. They want you stuck for 2 years making payments on a phone to get your credits when they're only offering $400. And they're trading process is atrocious last year I never got my trade-in credit I had to literally speak the billing for them to process a credit on my account instead

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1 month ago

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user_3uyezg

7 Messages

1 month ago

Can XfinityShawn help us? unlocked S25 ultra from Samsung and tried adding it to my Xfinity account. But it is telling me it is not compatible.

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user_3uyezg

7 Messages

1 month ago

So I went to the store today. They said that it shows compatible as a new phone, but not yet as a replacement... wonderful? How long before it is corrected. Meanwhile, I am using the sim from my ultra s22. Phone works, no voice mail yet

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XfinityVianney

Official Employee

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2K Messages

user_3uyezg,

Thank you for reaching out to let us know. I see you visited the store today, and I appreciate all your efforts so far. Did they create a ticket for this device or provide a timeline on their end?

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

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user_3uyezg

7 Messages

they did not create a ticket, they said it should be resolved soon. Your system still says not compatible as of 2-10-2025 am

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1 month ago

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XfinityFrank

Official Employee

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1.2K Messages

@user_3uyezg, thanks for letting us know. Let's see if we can double check. Please send a direct message to us by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your full name and complete street address. Thanks!

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

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1 month ago

0

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user_hqwlpv

5 Messages

1 month ago

2/10/25.
Just tried adding it again. It still stating its incompatible. I was told to wait until 2/8 for it to be added. But im still unable to add it to my account

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TAJ99

Contributor

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33 Messages

@user_hqwlpv yeah Xfinity Mobile is full of [Edited: "Language"]. They trying to get you to return your phone and then get it from them. It's not that hard to update the system so we can use esim. The only reason my S25 Ultra is working because I went to the Xfinity store and switched to physical sim. I'm definitely switching carriers next year when I get my new iPhone because I'm getting all my devices unlocked moving forward. I don't want to be stuck with no company making payments on a phone for 2 years it didn't get penalized if I want to pay extra on the phone that I lose my credits that are remaining.

(edited)

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1 month ago

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XfinityJorge

Official Employee

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2K Messages

1 month ago

Thank you so much for using our Forums and our team is here happy to work with you. We see that you are having issues with your device, and you came to the right place for help. To get started can you send us a DM with your full name and service address?
Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message" icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

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user_hqwlpv

5 Messages

I sent a message to Xfinity Support over 10 hours ago but no one has responded yet.

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1 month ago

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XfinityJorge

Official Employee

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2K Messages

Please reach out to us again over DM and our team is here happy to help! Thank you for your time and using our Forums!

(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

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Reply

1 month ago

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user_hqwlpv

Unable to activate S25 Ultra

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