IMEI Whitelisting & Service Activation for BYOD Devices

I recently switched two lines to Xfinity Mobile and activated them on Saturday. Both devices (Galaxy A73 5G and A51) are fully compatible with US. networks and have worked without issue on Verizon, T-Mobile, Lycamobile in the past and with international operators overseas!

However, both are currently blocked at the policy level and unable to connect to the Xfinity Mobile service. I’ve contacted support multiple times, provided all required IMEI and ICCID information, and followed all standard procedures. Unfortunately, the responses have been limited!

From my understanding, this is not a hardware or compatibility issue but more of provisioning or IMEI whitelist restriction. On previous carriers, a manual IMEI whitelist update resolved similar situations. Could someone from the technical or provisioning team review case and advice on whether a manual IMEI whitelist override is possible?

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XfinityDilary

Official Employee

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2.9K Messages

5 months ago

user_0ntnr5 Thanks for posting on our Community forums for assistance with your Xfinity Mobile lines. We can help escalate this further. Could you please send our team a Direct Message with your name and service address? Our team can take a further look.

To send a Direct Message:

Click "Sign In" if necessary

• Click the "Direct Messaging chat" icon

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that appears. The "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

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user_eei36l

Visitor

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1 Message

I'm facing the same issue. The device works with T-Mobile, good to go mobile, mint mobile.

When I insert the Xfinity sim in my device, it works for 1 min(I'm able to make calls and access Internet) and then suddenly stops working. How can I get the IMEI whitelisted by Xfinity so that it keeps on working?

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2 months ago

0

XfinityKassie

Official Employee

•

2.2K Messages

@user_eei36l Hello there, and welcome to our Xfinity Forums Community! This would be frustrating for sure. I'd be happy to help you get in the right direction today, with getting your phone working properly. Since I will need some account sensitive details, we will finish in DM. I look forward to working with you!

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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2 months ago

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user_sikop5

Visitor

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1 Message

@XfinityKassie Heya, I am having a the same problem. I just got home from one of your physical stores and they can't seem to proceed on getting an e-sim or nano sim for me as the system they said was rejecting my IMEI number. I have moved from Canada to US and is looking to get a mobile plan.
I tried using the Chat bot but it is just going in circles.

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19 days ago

0

XfinityMatthew

Official Employee

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1.2K Messages

user_sikop5 We do run into issues with certain types of phones that are coming from another country depending on the model. If you could please send us a direct message with your full name and the service address we will check on our end what it might be getting mad at.

To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
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.

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

17 days ago

0

Network

user_0ntnr5

IMEI Whitelisting & Service Activation for BYOD Devices

XfinityDilary

user_eei36l

XfinityKassie

user_sikop5

XfinityMatthew

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