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user_dpsbql
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Saturday, March 7th, 2026 5:56 AM

S26 ultra won't connect to mobile network

I upgraded to an unlocked Galaxy S26 ultra purchased directly from Samsung but I can't connect to the Xfinity mobile network.  When trying add it on the Xfinity app it says that my phone is locked to another carrier.  It was never connected to a different carrier. When trying to add eSIM from my old phone it won't let me select the Xfinity network. 

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4 hours ago

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user_l3oi42

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1 Message

4 days ago

Same issue here and super annoying. cannot even reach out to xfinity associate. so disappointing. 

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XfinityOrlandoM

Official Employee

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3.1K Messages

@user_l3oi42

Thanks for reaching out to us we do apologize for any inconvenience you're having with your mobile services. To clarify  can you give me some detail on what issues you're having with your mobile services?

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 days ago

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XfinityEricB

Official Employee

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3.1K Messages

3 days ago

 

user_dpsbql Thanks for reaching out about your issue connecting your new phone to our Network that was purchased from Samsung directly. I can certainly use our IMEI checker for the device to see what message we get for using the device, but it may come up with the same message. Did Samsung confirm the phone they gave you was never used before on another carriers network, or preset for a carrier before selling? Let me see what I get when running the check for the device. 

Can you send us a direct message with your full name, name of account holder (if different), and service address please?

To send a "Direct Message" to Xfinity Support:

Click "Sign In" If necessary

Click the "Direct Messaging" icon (speech bubble)

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

 

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user_2furq3

Visitor

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2 Messages

2 days ago

Im having the same issue could I get some help?

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user_2furq3

Visitor

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2 Messages

2 days ago

Just talked to samsung support and they told me the device cant be used on a mobile network until the offical release day of the 11th. So maybe things will start working for both of us then

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user_3ds4e8

Visitor

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1 Message

2 days ago

Same thing here. By me s26 ultra. Won't connect. Xfinity says it's carrier locked lol. Kinda makes me wants to switch to [Edited: "Soliciting"]. Checked with [Edited: "Soliciting"] already. They will allow it instantly. 

(edited)

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user_9w7qy4

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1 Message

11 hours ago

My s26 doesnt work on the xfinity network and its launch day. Same thing happened to another phone I had previously. It took 5 days after launch for my phone to work with xfinity.

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user_f81482

Visitor

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1 Message

9 hours ago

Same issue here! Was told it would work today, since it's launch day, but NOPE! Still getting the message that it's locked by another carrier. 

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user_o82zf6

Visitor

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1 Message

4 hours ago

Same for me with S26+.  Patiently waiting for launch day but still no luck activating today.

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