Xfinity Mobile is incorrectly identifying my iPhone 12 Pro Max as a Google Pixel 4 XL

I need help with an unresolved Xfinity Mobile device identification issue.

My actual device is an iPhone 12 Pro Max, but the Xfinity Mobile app is incorrectly showing the device as a Google Pixel 4 XL.

The IMEI I am using is the IMEI2 from my iPhone 12 Pro Max. This is the IMEI that Xfinity Mobile accepts for my device/eSIM. I have verified the IMEI multiple times, and I am entering the correct IMEI.

The issue is that Xfinity’s system appears to be associating this IMEI2 with the wrong device model:

Correct device: iPhone 12 Pro Max
Device incorrectly displayed by Xfinity: Google Pixel 4 XL

I have already contacted Xfinity support through chat four separate times, and the issue has not been resolved. I also visited an Xfinity store, but they told me that because my Xfinity Mobile service was purchased online, this needs to be handled by Xfinity Mobile support.

At this point, I am requesting that this case be escalated to the XM Escalations Team so they can investigate and correct the device record associated with my IMEI2.

I do NOT want my phone number or line canceled, recreated, or replaced. I only need the device information associated with my existing line/IMEI corrected.

Please let me know if an Xfinity Support representative can take ownership of this case and create an XM Escalations ticket.

Thank you.

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Official Solution

XfinityJustinM

Official Employee

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1.3K Messages

25 minutes ago

Hi @user_c2a9up,

Thanks for circling back to let us know that the issue has been resolved. In most scenarios, the devices actually appear accurately on our end, just not on the customer side. Regardless, we still want customers to be able to comfortably use self-service options to upgrade their device if they so choose. When your next upgrade comes around please feel free to let us know if you need any additional support, we are always here to help. 👋

This comment was created from this reply

XfinityAmandaB

Official Employee

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3.7K Messages

3 months ago

user_c2a9up That is odd for sure and not at all the experience any customer should have when trying to get it corrected. I will need to get more details in private to better assist. 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 look into this for you. Click "Sign In" (If necessary). Click the "Direct Messaging" Icon. Click the "Start New Conversation" (pencil and paper) icon. In the “To:” line, type "Xfinity Support". As you type, a drop-down list will appear. Select "Xfinity Support" from that list. An "Xfinity Support" graphic will replace the "To:" line. Type your message in the text area near the bottom of the window. Press Enter to send it. How to: Direct Message Within The Forum.

aenolan

Visitor

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2 Messages

2 months ago

Did this get resolved? I'm dealing with this as well and it messed up my claim with Assurant to get my phone replacement

XfinityLinda

Official Employee

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2.9K Messages

@user_3vabq5 We're happy to assist. Please find the best board to author your question or concern, and post your question publicly. This will open a ticket in our system for us to assist. We look forward to your post.

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2 months ago

user_c2a9up

Visitor

•

3 Messages

@user_3vabq5

It was partially resolved, but unfortunately not completely.

Someone from the Xfinity Support team got in touch with me and tried to fix the issue, but they weren’t able to correct it through their system. They told me that I would need to go to a physical Xfinity store and get a physical SIM card in order to fix the problem. I haven’t done that because I don’t have a store nearby.

Interestingly, after a few days, the app started showing the correct model for my device (iPhone 12 Pro Max). However, it now says “Ready to Set Up,” and when I try to set up the device, I get an error and it won’t let me complete the setup on my account.

On top of that, my second device, an iPhone 16 Pro Max, which is working properly, now has a glitch in the app where the device picture has partially disappeared. The app still shows the correct model and IMEI for that device, though.

So, unfortunately, I would say the issue is only partially resolved and there still seems to be something wrong with how the devices are registered/displayed in their system.

2 months ago

Devices

user_c2a9up

Xfinity Mobile is incorrectly identifying my iPhone 12 Pro Max as a Google Pixel 4 XL

XfinityJustinM

XfinityAmandaB

aenolan

XfinityLinda

user_c2a9up

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