10 Messages
Unlocked Samsung Galaxy S24 Ultra Incompatible With Xfinity Network
I just received a new unlocked Samsung Galaxy S24 Ultra that I purchased directly from Samsung. Upon trying to switch my Xfinity Mobile Service from my current device to the S24 Ultra, it's saying that my device is incompatible. I've gone round and round with Xfinity support with no solution. I've spoken with Samsung Support, who say that it's unlocked on their end. I took the device to the local Xfinity store and the agent there said there is something in the front of the phone that is "too technologically advanced" to be compatible with Xfinity. Yet, the store is taking pre-orders for the exact same phone! I'm basically happy with Xfinity mobile, and didn't want to change, but this is puzzling and irritating. Can anyone help me with this?
user_6btsbf
2 Messages
11 months ago
Same issue. But today the IMEI checker on XM site says compatible for my IMEI #1 but not IMEI #2. It also says it's an Apple phone. Anyone have any luck with Samsung ordered S24U yet? Including VM suppet?
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SBMongoos
Contributor
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19 Messages
11 months ago
I had the same issue with my S24 Ultra (unlocked from Samsung) and went through the same issue when I got my S21 Ultra. This seems somewhat normal for them. Sidebar: I just renewed my internet with them and they are billing me higher than the price agreed. But like this phone scenario no one can help, "we're sorry". Anyway, I had the same issue happen with my S24 Ultra. I opted to go to an Xfinity store. They had no luck with either eSIM so they had my put in a new nano SIM and I've been fine. I've worked with them again a couple of times to get an eSIM in use but they leave the chat or leave me on hold. Just happened moments ago. I'm guessing be patient. It seems they don't know what's going on but it will probably get there. That's basically what they said in the store. I also tried to resolve checking the eSIM at their website moments ago and both numbers come up incompatible yet.
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mor10
3 Messages
11 months ago
Is there a difference between an eSim for an android and an iPhone, or even different androids? If not, has anybody tried to give an IMEI #2 from an officially compatible phone, and then use that eSim in a new untested android phone?
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user_57ij4r
4 Messages
11 months ago
Voicemail is Unavailable: I have the same issue, went from an unlocked Samsung Galaxy S23 Ultra to an unlocked Samsung Galaxy S24 Ultra, received the phone on Jan 26, 2024. I have been trying to get the voicemail fixed after 3 1.5 hour sessions with Xfinity with no luck, I'm currently on my 4th session with Xfinity and we are almost at the 1.5 hour mark, the last time Xfinity told me to wait 48-72 hours to call back, that was Monday, it is now Friday morning, I asked for someone in the US for tech support, they told me to call the same number back, I asked, how does that get me to US tech support, he didn't know when I asked him. My IMEI number also says my phone is a Mote E5, at least update your database. Is it the Samsung UI 6.1 that is causing this issue, both phones have Android 14.0, the S23 has UI 6.0 and the new S24 has UI 6.1
This is a real [Edited: "Language"] show and not having voicemail for two weeks is unacceptable, after 2 hours they are still working on it with supposedly Verizon since they use the Verizon towers. What can we do at this time, I've been with Xfinity now since Sept 2023 and the tech support has been horrible on the phone and at the store near me in the Bay Area.
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NoWayWest
Visitor
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21 Messages
11 months ago
As I mentioned earlier in this thread, I went thru this with an IMEI="not compatible" factory-unlocked Samsung Galaxy S10p when trying move from AT&T to Xfinity Mobile. Nobody could do anything about it since "the computer said no". My spouse's AT&T S10p model, now unlocked, was fine. A year later mine popped up as compatible. This was *years* after its release, with the S22 out by then. So this isn't a new or surprising issue to XM.
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Someone said something which is think is true--"the phone isn't compatible because XM doesn't want it to be 'compatible'. There's no *technical* difference between an Unlocked US phone from Samsung and a Locked (even if later unlocked) phone purchased from XM or another carrier. There's an obscenely subtle model number difference (..U vs. ..U1. And maybe a more detailed ..XAA vs. ..ATT vs. ..VRZ etc. model #), whether XM allows or disallows the IMEI in the database (copied from Verizon?), and maybe the presence of some preinstalled vendor-specific bloatware. That's it. For all of the time & effort & pain & aggravation that XM puts its current/potential/ex-customers & support people thru with "not supported" or "voicemail doesn't work" problems, they've made a calculated decision that they'll make a little more $$ by forcing some customers to buy their branded-phones as they lock them in for a couple of years.
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user_6btsbf
2 Messages
11 months ago
I'm sorry to hear people are still having trouble. My direct from Samsung S24U was showing incompatible until about a week ago. Then it starting showing compatible..I switched from ATT. Everything works so far including voicemail, data, Hotspot. Using a nano sim. Good luck all.
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NoWayWest
Visitor
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21 Messages
11 months ago
Other ways that XM [Edited: "Language"] customers with their "effectively make you buy from us, Samsung-unlockeds aren't 'compatible'" policy are:
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1) Samsung only sells some model features (e.g. storage = 1TB, vs. only 512M/256M) and colors (green, blue orange) in their direct Unlocked models.
......They aren't available directly thru carriers (XM, as well as AT&T/TMobile/USCellular/Verizon on Sammy's website).
......If you buy from XM or from/for other carriers you have to forgo those options, even if you need/want/prefer them.
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2) The XM models are locked, and won't be unlocked (unlock code provided) for at least *three* months after payoff. Even if you buy the phone at full price from XM on Day1.
......So you're [Edited: Language] if you purchase a new phone and want to use it for travel (eSIM or nanoSIM) shortly after you buy it.
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If it wasn't for this, I would have purchased a new phone by now. I'm disgusted enough with XM over this that I'm looking into other MVNOs or reverting to A, V or T, even at additional expense. XM has no incentive to change [Edited: "Inflammatory"]
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user_fgxbc2
1 Message
11 months ago
I just had a chat rep say "it's not compatible but we sell this phone at a great discount...." Like why are they selling a phone that's not compatible??? Also, naturally to get the discount you need to add a new phone number.
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user_109xji
1 Message
11 months ago
I've had several chat agents tell me the same thing. Apparently they've locked out all IMEI's on S24's except for the stock they sell.
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mblueeyesr
New Poster
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4 Messages
11 months ago
that is weird because I pre-ordered unlocked from Samsung s24 ultra and I have no problem with it on Xfinity service when I took my SIM card out and swapped it for my flip five
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user_bo91e0
1 Message
10 months ago
Go into a local xfinity store and get a physical sim. They will then add your imei to there system. Takes about 20 minutes :) I was having the same issue through esim setup with an unlocked phone.
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rys_ndy
Visitor
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4 Messages
10 months ago
As of today's date, having the same issue. My model is the SM-S928U. It was originally purchased through AT&T but then unlocked. It's a shame it doesn't work with Xfinity. I'm considering switching services now...
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mor10
3 Messages
10 months ago
I gave up and switched back to T-Mobile.
1. No eSim available to my new unlocked S24 Ultra.
2. Voicemail stopped working after a couple of days.
3. Absolutely useless help pages and chatbot.
4. No phone numbers to be found anywhere to get some personal help.
5. SIM card took over 2 weeks to arrive, and then they said they would only discount my contract for 7 days. (Not sure how I managed to get hold of a person for this, but I did)
Resulted i me going back to my previous provider. They had me up and running within about an hour with eSim and voicemail.
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NoWayWest
Visitor
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21 Messages
10 months ago
Today I purchased a new Unlocked Samsung Galaxy S24 Ultra with 1TB storage, as an *Open Market* device from a public Samsung Experience store. Walked in off the street, told the sales guy what I wanted, bought it and left--about as "Open Market" as you can get.
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I moved the SIM from my old Galaxy S10Plus phone, and started the config and tranfer from my old to new phone. I'm connected to the Xfinity Mobile network, including the VZWINTERNET AP. However the phone is reporting that I can only make or receive Emergency calls, no regular calls or text.
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I had already filed a complaint with the FCC over this issue (XM not accepting Open Market Unlocked phones that are technically identical to phones they sell; forcing customer to buy *identical* locked phones only from them). We already have laws/regulations mandating number portability and that carriers unlock phones after they're paid off. We need the third leg of that stool, mandating that carriers *accept* unlocked phones (purchased that way, or after another carrier unlocks it) that are fully compatible with their networks. This is an anti-competitive, not technical issue. In response to the complaint, I had been contacted by an "Xfinity Mobile Executive Resolutions" person who told me that an "Open Market phone such as a directly-purchased Unlocked Samsung Galaxy S24 *should* be compatible with XM's network. But if the IMEI is reported as incompatible by XM [in which case there's nothing we can do], you can return it to Samsung and purchase a phone from XM. You can unlock that 60-days after you've paid in full." He wanted to wrap this up so we could mark the issue as resolved with the FCC.
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I have a better plan -- Xfinity Mobile, you're fired. I'm going to keep my *perfectly compatible with all carriers* Unlocked phone, and move it & my other family phones to another carrier. I had already figured out which carrier and confirmed with them that they'd accept this phone before I purchased it.
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I'll be updating my FCC complaint with this new info, and dropping a letter to my senators & congressman. Maybe somebody will pick up the torch and deal with this anti-competitive behavior the same way that happened with number portability.
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NoWayWest
Visitor
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21 Messages
10 months ago
I forgot to mention that I had checked both phone IMEIs against XM's IMEI compatibility database. As I expected, XM's system tells me that "Unfortunately <my> phone isn’t compatible" but they'd be happy to let me trade it in when I buy a new phone from XM. Oddly their system wrongly claims that my (Samsung SM-S928U1) IMEIs are associated with APPLE devices, which is especially odd because Apple doesn't play the multi-carrier branding games. They don't specify a specific Apple device, and it's probably enough that my IMEIs aren't in the limited batch of phones XM hawks.
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I mentioned "number portability". That was mandated almost thirty years ago, by the Telecommunications Act of 1996 signed into law under Clinton. Prior to that carriers were able to hold peoples' phone numbers "hostage," refusing to let them transfer their phone number if they changed carriers. Hopefully an up-and-coming congressman can be convinced to gain some attention, esp. given how "popular" carriers & internet companies are, with the "Telecommunications Act of 2025+" to deal with XM's anti-competitive practice. Heck, maybe the FCC could do it with a new regulation based on pro-competitive delegated authority under the 1996 law.
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