Visitor
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2 Messages
Google Pixel 6 getting banned
I have an Xfinity line working on a Google Pixel 4a, but when I try switching to a Pixel 6 (website says IMEI is incompatible) everything works fine (Calls, SMS and Data) for a few minutes, after that my SIM gets locked saying it's locked because it's being used by an Illegal device. I've spent the last 5 hours trying to get someone at Xfinity to help me but nothing works, they were able to unlock the SIM once, and it worked fine in the Pixel 6 for a few minutes, then it got locked again. They (Xfinity agents) keep saying the device is incompatible, but can't tell me why, I know it's compatible because I've used it for a few minutes and it works fine, but then it gets locked. Does anyone know why Xfinity has such a big issue with Pixel 6 phones? I'm at a stop, I don't know what to do, any help will be greatly appreciated.
CCGina
Official Employee
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800 Messages
3 years ago
Hi there @user_d7e62a!
Our team here on social media (Facebook, Twitter, Reddit, and our Forum) cannot work with Xfinity Mobile accounts, as we do not have access to any of the training, systems or tools that team uses, as a matter of security so in this instance you will want to reach out to the Xfinity Mobile experts in-store, by phone between 7am-12am EST, or by text 24/7 at 1 (888) 936-4968, and via Chat.
I'm sorry that the Pixel 6 seems to be incompatible, I'm sure that's frustrating! I'm sure that the Xfinity Mobile experts will get this figured out for you though :)
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user_d7e62a
Visitor
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2 Messages
3 years ago
I did all 3 steps. In person, Chat and Phone support and no one could give me a straight answer, everyone just keeps using scripted responses to "explain" what's wrong, but no one actually cares to listen to what the issue is and keep making me go from person to person, now it's been more than 10 hours no the phone trying to get this sorted out. Terrible customer service...
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megablue
Visitor
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5 Messages
3 years ago
Same here... I checked with Google FI and they confirmed my Pixel 6 is unlocked and can be used in ANY carriers. Spoke (for the second time) with Xfinity Mobile via chat and all I got was that my phone has a different "technology". When I asked for details (is it hardware, firmware, OS), I got that "not all phones work with our network", even though I said Xfinity sells the same phone!
It is really frustrating. when I asked to speak with a supervisor I was told " he will tell you the same information", because he uses the same phone compatibility checking tool.
I am now looking to move my 3 lines from Xfinity to another carrier, really disappointed. Not sure whether going to a store is worth the effort. I am thinking about reaching out to the department of consumer protection in my State for guidance.
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megablue
Visitor
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5 Messages
2 years ago
Update: I went to a Xfinty Store and was told that NOTHING can be done, while Google says that Xfinity needs to "update their IMEI database" since all Pixels sold by Google FI are UNLOCKED and can be used in ANY carrier.
To make things worse, Xfinity is now selling the Pixel 6 on their website. This is so infuriating that I will be moving my 3 lines to Mint Mobile (and they confirmed my phone is compatible).
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ReyF
Contributor
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20 Messages
2 years ago
the last comment on this thread from Google support. Basically you need to speak with a Tier3 agent to provision this phone as "CDMA-less". The newer Pixel lineup to the best of my knowledge is all Quad-band and should work with all major carriers if unlocked.
https://support.google.com/fi/thread/151746213/pixel-5a-5g-fi-version-imei-incompatible-with-xfinity-mobile?hl=en
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