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Cosmichrist
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Frequent Visitor

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16 Messages

Tue, Feb 11, 2020 5:00 PM

Samsung Galaxy S10 (Unicorn) not working with Xfinity

For the past three weeks I've been trying to port my Samsung Galaxy S10 over so we can all join Xfinity mobile.    I have not been successful. 

 

I've been told many reasons from Xfinity Support, Best Buy, Verizon and Samsungdotcom about why I may be having problems.  Verizon said the phone is unlocked and ready to be ported.  Xfinity says I have incompatible technology.  Samsungdotcom says there is no reason the phone can't be supported on Xfinity.  Xfinity supports says it's because I bought it from Best Buy.  I've heard the that particular reason twice. 

 

I've tested with the IME numbers, four different S10s, two at the Verizon store, and two at Best Buy.  And all those could be ported according to Xfinity's own web checker.  But mine, that I've had for only a few months, can not.  

 

The latest theory today is that my S10 ends in a 'U' which makes it an open market phone or something like that.  It makes no sense to me why I can port four S10's, two from Best Buy, and mine from Best Buy won't port.  

 

I'm running out of ideas. 

Responses

Frequent Visitor

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16 Messages

1 y ago

Bumping for attention. 

Regular Visitor

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4 Messages

1 y ago

I'm having the same problem.  I bought my S10 from Verizon (at CostCo) in December.  It is paid off and unlocked.  It works fine on the Verizon network and Walmart says it is compatible with their Verizon based network.  Xfinity can't give me any reason the phone won't work except that "some S10s" aren't compatible.  Samsung and Verizon both say there is no reason the phone shouldn't work.   My serial # ends in ZL, which is different from yours.  

Frequent Visitor

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16 Messages

1 y ago

I'm currently in upper level support with Verizon and Samsung.  Trying to let them work it out. Do'nt give up.  Keep trying, calling. 


@Dsteinhoff wrote:

I'm having the same problem.  I bought my S10 from Verizon (at CostCo) in December.  It is paid off and unlocked.  It works fine on the Verizon network and Walmart says it is compatible with their Verizon based network.  Xfinity can't give me any reason the phone won't work except that "some S10s" aren't compatible.  Samsung and Verizon both say there is no reason the phone shouldn't work.   My serial # ends in ZL, which is different from yours.  



@Dsteinhoff wrote:

I'm having the same problem.  I bought my S10 from Verizon (at CostCo) in December.  It is paid off and unlocked.  It works fine on the Verizon network and Walmart says it is compatible with their Verizon based network.  Xfinity can't give me any reason the phone won't work except that "some S10s" aren't compatible.  Samsung and Verizon both say there is no reason the phone shouldn't work.   My serial # ends in ZL, which is different from yours.  


 

Frequent Visitor

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16 Messages

1 y ago

Bump for attention.

Official Employee

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280 Messages

1 y ago

Hello everyone,

 

Many thanks for taking the time to post to the XM forum.  I’m happy to assist in this matter.

 

Samsung devices that end in a U1 model number are not compatible with XM given that the SIM card will not activate or function on one of these model types.

 

You can check your device model type by going into Settings or Options menu and select the ‘About Phone’ or ‘About Device’ option to check.

 

If and when the status for this situation changes, I’ll make sure to reach back out with an update.  

 

Sincerely,

Chris

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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Regular Visitor

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4 Messages

1 y ago

Thanks, but I have the same problem on my SM-G973U S10 and my serial # ends in ZL.  Is it the same issue or something different?

Official Employee

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280 Messages

1 y ago

Hello Dsteinhoff,


What result did you get from the IMEI checker through the Xfinity Mobile website? If you haven’t checked the compatibility, add the IMEI (device ID) for your Galaxy S10 into the IMEI checker. I’ve added the link for the website for quick access;


https://www.xfinity.com/mobile/byod


Let me know what result you get.


Chris

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick

Regular Visitor

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4 Messages

1 y ago

I got the same message: "

Unfortunately your phone isn’t compatible"

.  I tried it many times, as did the person at the Xfinity mobile store and the online tech support people I connected with.  We all got the same result every time.  Contact me privately if you want my IMEI #.

Regular Visitor

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3 Messages

1 y ago

I have the same problem: Model Numer SM-G973U, Serial ending in CF.

Bought it at Costco, T-Mobile has unlocked the phone, and IMEI Check shows it is incompatible with XM without being given a clear reason. Very disappointed, I bought this phone less than 2 months ago with the explicit intent of bringing it over to XM. Still hoping XM can give a reason why some of the "supported devices" can't be brought over to their network. So far both in-store and Customer Support have not been able to give me more reason beyond "some S10 devices are not compatible with XM".

Update: I popped in an XM SIM card from one of my family members in this "incompatible" S10 phone, and it seems to work just fine. 

Regular Visitor

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4 Messages

1 y ago

Coincidence? I also bought my phone at CostCo.  Can we get some feedback here???

Regular Visitor

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3 Messages

1 y ago

Well, doing a google search shows that XM started supporting BYOD Android devices in July 2019, and they started with Galaxy S8, S9 and Note 8, Note9. They stopped short of claiming support for S10, although there is hope for adding it at some point in the future. Obviously S10 sold through XM store is supported, and my quick test of an unlocked T-Mobile S10 with an XM SIM proves that it works fine, but yet XM will not allow activation of a BYOD S10 at this time. That is a bummer, I will start exploring other mobile service providers (start with Google Fi maybe?).

New Poster

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2 Messages

1 y ago

I bought a Galaxy s10 from Costco for Verizon.  Costco told me this phone once after 60 days and Verizon unlocks it it will be compatable with XM.  The people at XM told me the same thing.  Based on that information I bought the phone from Costco.  The reason I bought from costco and not XM was costco had a factory special of the phone at $450.  Xm said they could not offer me that same offer.  I still do not understand how Costco can offer a factory deal better then XM.

Well yesterday I checked to see if it was compatable and it was not.  After talking with Costco and XM representives I am told sorry nothing any one can do.  It is to late to return the phone.

 

Here is my MEI 

Model number is SM=G973u

Serial # partial 908CJZV

 

I had a perfectly good S7 that was not compatable but bought the S10 because I was told it would be compatable.

Official Employee

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280 Messages

1 y ago

Hello again,

 

Thanks a bunch to everyone for continuing to contribute to the Xfinity Mobile Forum.  I want to confirm that the Samsung Galaxy S10 is a compatible device with XM’s BYOD program.  The exception to the rule are the model numbers ending in U1.

 

With that said, I want to make sure that we are using everything at our disposal to look into these situations further.

 

If you would have me investigate in more detail, know that you can contact me via private message by clicking on my username ComcastChrisL and from my profile page click on the blue ‘send a message’ button.  In your private message, for account access and authentication please include the following;

 

First and last name, complete service address, mobile number, and last 4 digits of the card on file.

 

As it relates to this situation, also include the following info regarding the device in question; IMEI, color, internal storage size, and model number.

 

Thanks again for everybody's continued support.  Looking forward to helping out.

 

Sincerely,

 

Chris    

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick

Regular Visitor

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1 Message

1 y ago

Thanks

New Poster

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1 Message

1 y ago

I am having a similar issue. Similar story, no answers from either Verizon or Xfinity. I have a phone purchased directly from Verizon, serial number ending in "DL." Clearly, the answer provided multiple times on this forum is wrong - it is not just devices ending in "U1." Please solve this, this is ridiculous. We would have jumped right over to Xfinity, but can't.

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