S20+ 5G Compatibility

Hello,

I purchased an S20+ 5G unlocked directly from Samsung. From what I've read support for the S20+ line is supposed to be available, but the compatibility checker sometimes shows the devices as incompatible. I've noticed that in some instances tech support is able to check the specific IMEI and assist with this type of situation.

Is the S20+ 5G supported? If so, can someone from Xfinity please help me get this phone added to my account?

Thank you

Responses

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user_839941

Visitor

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2 Messages

3 years ago

@ComcastChrisL I've read that you've been able to help many others get their S20 devices set up. Can you help?

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user_ea5cc3

Visitor

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2 Messages

I too am discovering the Samsung S20+ 5G (SM-G986U1) I received today is showing as incompatible when I enter the phone's IMEI in the Xfinity Mobile compatibility checker. The phone is a model SM5G986UZKAXAA and was purchased directly from Samsung.com and is unlocked. Can someone please help me also as I purchased this phone after doing extensive research on compatibility with the understanding it will work with the Xfinity Mobile service.

3 years ago

0

XfinityMartyR

Official Employee

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2K Messages

Hello, @user_839941! Thank you for reaching out to our Community Forums. You should be able to check your devices IMEI number right on our Xfinity Mobile Site located here: https://www.xfinity.com/mobile/learn/byod.

Unfortunately, we are unable to access Xfinity Mobile accounts over social media or our Community Forums due to security, and authentication requirements. If you have any trouble with verifying the device, or adding it to your account you can contact our Xfinity Mobile support center via any of the following methods:

• SMS Text Message: 1 (888) 936-4968

• Phone: 1 (888) 936-4968

• Direct Chat: https://www.xfinity.com/xfinityassistant/?channel=xMobile

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

3 years ago

0

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user_ea5cc3

Visitor

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2 Messages

@XfinityMartyR I purchased my model S20+5G direct from Samsung.com and is unlocked and not blacklisted. Why, when I enter the phone's IMEI via Xfinity Mobile's compatibility checker, it tells me the phone is incompatible? The phone lineup was introduced by Xfinity for their service just last June and now I am surprised that a little over a year later this lineup is now unsupported? I understand Xfinity Mobile now offers the S21 series for sale on their site, but the S20 is still a current phone just introduced last year.

3 years ago

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CCJoshua1

Problem Solver

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567 Messages

Thanks for taking the time to bring this to our attention, @user_ea5cc3. We know how important it is to get the correct information regarding your device compatibility. Rest assured, the experts on our Xfinity Mobile team are more than happy to assist you with double-checking this information. They can be reached via the following methods:

- SMS Text Message: 1 (888) 936-4968

- Phone: 1 (888) 936-4968

or

- Chat with them here

If you have any further concerns after reaching out to our awesome Xfinity Mobile team, please don't hesitate to let us know!

I no longer work for Comcast.

3 years ago

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kittenmueller

Contributor

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32 Messages

s20 + 5g is definitely compatible . I got one thru XM and one on amazon, both work flawlessly.

3 years ago

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user_20f943

Visitor

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1 Message

3 years ago

I have an unlocked s20 + 5g also. It was working fine when i was using it under at&t. We have switched to xfinity mobile and now it does not work. I cannot make and receive calls and also texts. Before i switched the agent said it is compatible. Now i cannot use it at all. I went to the xfinity store and a new sim was installed but still not working. The store manager said it might not be compatible with xfinity as s20’s are hit and miss (50-50) with xfinity mobile. He suggested i buy a new phone which is something i do not want to do as much as possible. I have done everything as instructed by the agents i talked to. I have changed the apn, did a sim pull, i did a network reset but nothing works. The funny thing is in the website it says that my line is activated when in fact it does not work at all. Also in a previous chat i had with an agent, he said that the imei indicates it is a google pixel and that it is not compatible. I informed them that it is a s20 and not a pixel. I am really frustrated at this point. I would not have switched if from the onset i was told that it was not compatible. I hope someone can help me with this. Thanks

1

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CCGina

Official Employee

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800 Messages

Hi @user_20f943, we appreciate you reaching out about the S20.

Due to account security, our options with Xfinity Mobile accounts are very limited. We're unable to perform any device or account specific requests over this platform, so we need to confirm that you have you tried calling and/or texting 1 (888) 936-4968, or reached out to our secure online chat at https://comca.st/3L80kaS where an Xfinity Mobile expert is available 24/7.

Please let us know if you have tried the options listed above so we can make sure that this gets addressed for you appropriately.

I no longer work for Comcast.

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

3 years ago

0

Plan

user_839941

S20+ 5G Compatibility

user_839941

user_ea5cc3

XfinityMartyR

user_ea5cc3

CCJoshua1

kittenmueller

user_20f943

CCGina

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