Visitor
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8 Messages
BYOB - Samsung Galaxy s21
I have a Samsung Galaxy s21 I have been trying to activate on my current Xfinity Mobile account. Xfinity BYOD IMEI checker states that the phone is not compatible even though this is a phone they sell and it was from Verizon so it is using the same technology since Xfinity Mobile uses Verizon's cell towers. Can anyone explain why a phone isn't compatible with Xfinity Mobile? Because no one at Xfinity can explain it to me - not via chat, phone, or in-store..
The phone does work for a few days before Xfinity compares the SIM to the IMEI and shuts off my data and cellular. This is very frustrating because I know that the phone does work with their service. I understand I won't get customer service if I have issues with the phone - I just want the service to remain active as it does for the first few days. I did search the forum before making this post and there were a few threads about this same issue when the phone was first released but I didn't see much in the way of a resolution.
Reference Threads
- New S21 from Samsung
- New s21 from Amazon
- Used s21
- New s21 from Samsung
- "I know this is confusing, this work kind of like this: Your current device Samsung S21 has been designed to work in the channel number 10024, this channel may be the same than many other providers but Xfinity Mobile devices work on channel 360081 so then, that is why your device is not compatible even though it is the same model that we sell. Being unlocked doesn`t mean that will work with all the carriers."
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"1) They needed to rebuild my account, which means your cell service will be inactive if and while they do so for you, make sure to call from another line, Skype from a PC, anything but from your mobile service on your new or old device.
2) Tell them you need to add a new unlocked S21, but the system doesn't recognise it and says it's unsupported. It's brand new direct from Samsung, and Xfinity has already said it's supported. This needs to go through tier 2, make sure you either get through to them, or the agent talks to them. Some of the tier 1 agents just waste time and you get nowhere.
3) Since they're going to be removing any information on your new phone, including the paired information if you managed to at least pair it, make sure to reiterate the model exactly, and the IMEI. First attempt put a S21 Ultra in the system with my S10+ IMEI, second time got the right IMEI, but as a S21+ instead and they didn't set it active, so after a few minutes, that one was gone. Last call removed the pair, added the device correctly, added an active line for it that gave me a new number, and then transferred my old number back to it. I will be following up on this, since it still shows the new number online on my account, but the proper number is working for incoming calls. I won't be completely satisfied until the online account syncs properly."
PS: I have reached out to Samsung and they have confirmed there is no hardware reason this phone wouldn't work on Xfinity Mobile's network. They informed me that this is 100% an Xfinity gatekeeping issue. They weren't helpful in fixing any software issue to code the phone in a way that is universally acceptable to all carriers or identify how Xfinity differentiates their s21s vs the competition's..
This is a terrible money grab by Xfinity to try and sell me a phone I do not need. I have a perfectly capable Samsung Galaxy s21 that does work on Xfinity Mobile because there is no difference between the phones Samsung makes.
CCSarah
Regular Contributor
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48 Messages
3 years ago
Good morning. We'd love to see how we can help best assist in determining the options available for your https://comca.st/3EzoWa7 get started, please send us a direct chat message with your full name and service address to Xfinity Support. To do so, click on the chat icon located at the top right of this forums page.
Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Peer to peer chat" icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message
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user_29fc77
Visitor
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8 Messages
3 years ago
After 90 minutes with the 888-936-4968 (sounded like an overseas customer support service) help number trying to do the numbered checklist above I got a terrible response something along the lines of: "I'm sorry to say your device is not compatible, but the good news is if you put your SIM into the Galaxy s21 you will be good to go." Because any of that makes sense.. He did say it would take 24-48 hours to get all of the account features since he deactivated and reactivated my line. So far phone calls and texts are working but mobile data isn't. We will see if it makes it past the sync between IMEI and SIM card or if it gets disconnected again.
Shortly after I was contacted by the team that responds to whoever @xfinitysarahl 's instructions get responded to. Sounded like a US-based customer support. They called me and did an IMEI search and got an error the first time. The second search she did said it was "certified" (meaning it is an unlocked phone that hasn't been reported as stolen or lost). Then put me on hold to talk to her system operations team to see if it was something they could add to my account. She came back after a brief hold saying they could not add it to my account that it was incompatible and that my only solution was to buy a new phone from them.
A solution isn't to buy a new phone. That is a garbage response and you know it.
PLEASE, someone actually explain to me what "Your device is incompatible." means. Once again - Samsung did not make a special phone for Xfinity that runs off of rainbows and pixie dust. It's the same phone that Verizon has but the bloatware is different. This is getting ridiculous to the point where I will go ahead and look for a different cell phone and internet provider for the sake of never having to deal with it again.
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user_e8a469
Visitor
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1 Message
3 years ago
I was going to switch over to Xfinity mobile yesterday. The rep said my 6 month old Samsung S21 Ultra bought directly from Samsung was "not compatible". It works just fine on Verizon. Doesn't make any sense to me. I have no alternative but stay on Verizon.
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Jason2468
Regular Visitor
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3 Messages
3 years ago
Has there been any update on this? I just bought three S21 unlocked phones from Amazon that are listed as compatible with all US carriers. The Xfinity IMEI checker is stating the first one I've tried is not compatible, even though the Verizon checker says it is. So far they are working fine with our SIM's, but they've only been online for less than 24 hours. They don't show correctly on my account page.
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user_12da01
Visitor
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1 Message
3 years ago
Same experience here. After speaking with several Xfinity reps and one incompetent specialist (who said I should purchase a new phone) and a visit to an Xfinity store I've learned that my 9 month old Galaxy S21 is not on the compatibility list "yet". Store employee said this happened with the S10 also. Said it's a waiting game and probably a contractual issue between Verizon and Xfinity so too many customers don't jump ship at once. Honestly the Verizon rep I spoke with was great and actually did a three way call with Xfinity and myself to verify the phone was unlocked. So maybe I also will not choose to go with the incompetent people at Xfinity mobile. If they cannot get this right then I can't imagine how they will handle my mobile account in the future. How pathetic!
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Mekx
Visitor
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2 Messages
2 years ago
I have had the same experience this far. I've been battling this since September. First my S20s from Verizon were not compatible. Then my S20 unlocks from Amazon were not compatible. Now my unlocked S21 Ultras from Samsung are. It compatible. The store rep said it should work next month, if not I will have to find another option.
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user_83b451
Visitor
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1 Message
2 years ago
We just tried to move over from ATT and my wife's 6 month old S21 is not on the approved IMEI list either. I have been told it does not have the right antenna in the store. That is not correct. I was on with what I think was Tier 2 and they are trying to tell me its because the phone is locked but I have the unlock code but need a SIM to complete. Plus I have a locked phone and Xfinity will actually tell you it is a locked phone while saying if I get it unlocked they can accept it. No such message on my wife's phone. Hell I might would have even sucked it up and traded in her S21 one for another one and paid out of pocket for another one but they don't have any. This is some data base error at Xfinity whether intention or not. Has anyone had any luck resolving. Very frustrating. Thinking about ripping the Xfinity cable internet and TV back out my house over this.
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Jason2468
Regular Visitor
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3 Messages
2 years ago
I dealt with this a few months ago. In the end, I returned my unlocked S21's and a purchased Xfinity network S21's. I didn't buy them from Xfinity though. You can get a good deal on them, with a warranty, through the eBay refurbished program. The one's I bought were in like new condition and activated without issue.
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user_29fc77
Visitor
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8 Messages
2 years ago
So here's update on this great issue. My phone stopped accepting calls without being on wifi. I ended up buying a used Xfinity Mobile Galaxy S21 from ebay. It's worth noting that the start up screen on this phone shows the Xfinity logo but the IMEI checker shill says it isn't compatible.. WTF.
I hope Xfinity figures their stuff out because I'd hate for people to jump ship for not being able to use phones that are more than capable of being on their network.
Once I know everything is working on this new phone I'll sell my Verizon version and fingers crossed nothing comes up.
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