Contributor
•
26 Messages
XM cannot BYOD brand new unlocked Pixel 3a phones
TLDR: don't buy a Pixel phone thinking you can use it on XM; the IMEI won't validate with XM, even though Verizon's website validates it.
I was stoked that XM offers BYOD for the entire Pixel series now. https://www.xfinity.com/mobile/support/article/bring-your-own-phone-details
I purchased a brand new Pixel 3a direct from Google Store online, unlocked. Google plainly states that it works on all cell networks; there is only a single model of each Pixel phone, there are no "Verizon" or "ATT" versions, and all of them sold on the Google Store are SIM-unlocked. https://support.google.com/pixelphone/answer/7107188?hl=en
Arrived, turned it on, attempted to BYOD, and the IMEI was rejected.
XM IMEI result screenshot (my IMEI removed), fails: https://i.imgur.com/iebwfPyl.jpg
Talked all the way up to XM tier 2 support; they said that the phone "is not compatible with Verizon." The agent said they contacted engineering, who said the same thing, and ended the call.
I went to the Verizon site and put in my IMEI for BYOD with them, and Verizon said it was fully compatible and offered to activate it on their Verizon network. It says: "Awesome, your Google PIXEL3AXL-NVZW is a perfect match for our network."
Verizon IMEI result screenshot, validates: https://i.imgur.com/ckTKjH9.jpg
(UPDATE: Check a few posts down; I checked, and all other providers also accepted my IMEI.)
So what's going on? I don't want to just do a SIM swap, because I'll loose VoLTE on my phone, I'm needing to add a new line and I bought a new phone I can't use.
If someone from XM can actually help with this, please reach out to me.
Wood2304
New Poster
•
1 Message
4 years ago
Having the same issue with my Pixel 2XL as well
Where can i PM you my IMEI info?
0
0
m_weisman
Regular Visitor
•
1 Message
4 years ago
I am having this issue now too. I brought a Pixel 3XL over from Verizon about 6 months ago with no issues, but then I had a hardware problem with the phone so Google replaced it for me, and now the new one, even though it's the same exact model, is coming up as incompatible. I don't see the option to send a private message to Chris on his profile page.
0
0
lmgray
Contributor
•
18 Messages
4 years ago
We're trying to move over from Verizon to Xfinity Mobile. 5 of our 6 phones (Pixel XL, Pixel 2 XL, Pixel 2, Samsung, iPhone) are all recognized, but one Google Pixel 2 is coming up incompatible. This particular Pixel 2 was a Google warranty replacement (refurb) which perhaps has something to do with it. How do we get this Pixel 2 added to our account?
0
0
lmgray
Contributor
•
18 Messages
4 years ago
following up on ^^ -- I spoke with Verizon support... they indicated that the refurb Google sent is the unlocked version of the Pixel 2, not a "Verizon Pixel 2". They recommended talking to Google and requesting a Verizon Pixel 2 because despite mostly working, not all Verizon features (such as volte -- voice-over-LTE), certain voicemail features, etc. won't work. The Verizon tech indicated this is why the XM device checker says the phone has "incompatible technology". XM support and Verizon support recommend getting Google to replace the refurbished phone with a Verizon Pixel 2.
YMMV -- but hope this helps someone...
0
0