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carun13
1st Topic

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Monday, October 11th, 2021 3:45 PM

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iPhone compatibility changed

I was using xfinity mobile with an iPhone 8. I had some coverage issues at work so I decided to try another network -- but decided to switch back to xfinity mobile within a matter of a few days. I couldn't actually make the switch back though because the same phone that I was using with xfinity mobile literally 3 days ago, is now all of a sudden considered incompatible with xfinity mobile network. To switch back to xfinity mobile, now I would basically have to get a new phone.

Customer support representative I talked to had no explanation for it. They told me that "compatibility is determined by an algorithm", which is a non-answer that doesn't explain why a phone that was compatible 3 days ago would be incompatible now.

It doesn't make any sense to me, but I was wondering if:

  1. this has happened to anybody else, or
  2. anybody has any idea why this might happen? 

I considered the possibility that xfinity mobile now considers iPhone 8 too old but that doesn't seem to be the case. I checked my old iPhone SE (first generation, older generation than iPhone 8) IMEI, and that one is in fact compatible with xfinity mobile.

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3 years ago

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CCAbbie

Problem Solver

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1.4K Messages

3 years ago

Hello and thank you for taking the time to reach out to us here on Xfinity Community Forums. I am sorry to hear this happened. 

 

Xfinity Mobile support via social is currently limited, and we only have access to help with general questions about pricing, service offers, and basic troubleshooting available on https://comca.st/3mOEgaW.

If you still need assistance, you can contact our Xfinity Mobile support center via any of the following methods for account specific issues:

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carun13

Visitor

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2 Messages

@XfinityAbbie For what it's worth, I came here after talking to xfinity mobile support, who did not have an answer. More importantly, I don't think that this is an account-specific issue. What determines the eligibility of a phone for the xfinity mobile networks is a general question that should have a standard and transparent answer that applies to all users, not to specific accounts.

The crux of my issue is the question, what are the factors that make a phone eligible or ineligible for xfinity mobile? I would really appreciate it if you could answer that question for me. Thanks!

(edited)

3 years ago

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minitech

Contributor

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238 Messages

3 years ago

Well sort of, I have a iPhone se1st gen that worked just fine and found a brand new one on eBay and bought it.Added to my Xfinity mobile account and took the old se and sold on eBay and had to refund too the buyer who couldn’t add to their Verizon account.I thought the guy was nuts just buyers remorse, I checked the imei no. On Verizon website and sure enough not only not compatible but also not compatible on Xfinity mobility which is nuts because I currently have the exact same iPhone on my account now.So I entered the imei number that’s on my account now and guess what not compatible.Took my wife’s imei number from her iPhone XR and not compatible even though it’s on the account and working.I watched a YouTube video about t-mobile and I think about supporting certain bands the cellular providers are going to stop supporting.

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user_b93077

Visitor

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1 Message

3 years ago

When I check compatibility of any phones I have (including the 4 iphone SE 2nd generation bought from Xfinity Mobile and currently in use), none of my phones are compatible.  I am trying to add new line with BOYD but it doesn't let me proceed because of the phone incompatibility.  It just doesn't make sense how a phone that currently using Xfinity Mobile isn't a compatible device.

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minitech

Contributor

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238 Messages

@user_b93077 So what i found was the se given to me had a lock from verizon even showed no sim lock worked earlier on xfinity was the timing.My son in law had passed away & the iPhone was on his account. Since xfinity piggy backs off verizon that’s why it showed not compatible .So i would think your in the same boat & you will have to contact the previous carrier & have them released.

3 years ago

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XfinityAldrik

Official Employee

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2K Messages

Hello @user_b93077, thank you for reaching out to us on our community forums. I noticed minitech had mentioned they needed to reach out to the previous provider to fix this bring your own phone issue. If this incompatibility error is still happening upon reaching out to your previous provider, we'd like to take a deeper look!

 

Xfinity Mobile support via social is currently limited, and we only have access to help with general questions about pricing, service offers, and basic troubleshooting.

 

Please contact our Xfinity Mobile support center via any of the following methods for account-specific issues:

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.
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3 years ago

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