Comcasey's profile
Comcasey
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1st Kudo

Frequent Visitor

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11 Messages

Fri, Sep 13, 2019 8:00 AM

Switching phones between existing lines

I have three lines. Line A, Line B, and Line C. I ordered a new phone for Line A. When the new phone arrives, can I put the SIM card from the phone used with Line B into the old phone that was used with Line A? I would like to use the old phone from Line A with Line B instead of the phone I'm currently using with it.

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Terry0327

Regular Contributor

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84 Messages

2 y ago

Like to know this myself. I brought 3 lines over from Att. Got two new phones but brought an Iphone 6s with me. I use the Iphone 6s with Xfinity and it works fine. One of the new phones replaced another Att Iphone 6s plus. Can I put the sim card from the 6s into the 6splus and it work.

NEWcam30era

Valued Contributor

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113 Messages

2 y ago

My understanding is that some "premium" features may or may not work.  VoLte, Wifi calling, visual voicemail.  YMMV....

DaveO3

Problem Solver

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282 Messages

2 y ago


@Comcasey wrote:

I have three lines. Line A, Line B, and Line C. I ordered a new phone for Line A. When the new phone arrives, can I put the SIM card from the phone used with Line B into the old phone that was used with Line A? I would like to use the old phone from Line A with Line B instead of the phone I'm currently using with it.


Theoretically you should be able to do this without any complications, but then again you are dealing with the Xfinity Mobile network as well as the Verizon CDMA network and the CDMA provisioning that seems to be required. 

 

Before you try moving the SIM cards, verify that all of the phones (and SIMs?) are unlocked. 

 

Be aware that you might lose past texts, messages, and visual voice mail. 

 

Then go ahead and power off the phone on Line A, remove the SIM, power down the new phone, insert the Line A SIM into the new phone, power on the new phone and be patient as it could take 10 to 15 minutes or more for the new phone to be provisioned properly. When this is complete you should log into your Xfinity Mobile account and check that your Line A device reflects the IMEI and other information of the new phone. If not, power off and on, and wait another 10 to 15 minutes, and check again. Also check that all of the various features are working. If this doesn’t work you may need to call support or power down the new phone and put the SIM back into the original phone. 

 

Do not proceed to the other lines until you succeed with Line A. 

 

Good Luck

 

 

 

davdri

Regular Contributor

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147 Messages

2 y ago

On Xfinity Mobile as it is on Verizon, the sim cards are tied to the phones . When you switch sim cards between phones things may or may not work so when you call for support XM knows what you did and they may not help you .They know the sim cards are not in the right phones on the right lines assigned. I did exactly this and it took me many hours on the phone to get it all fixed.

Comcasey

Frequent Visitor

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11 Messages

2 y ago

Interesting. So you called and it was fixed? Does that mean they switched the device assignments for you? I wonder if they could do this at a Comcast service location?
davdri

Regular Contributor

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147 Messages

2 y ago

I went to the store but they ended up talking to someone on the phone it was a task but movingg phone sims, dropping phone adding phones on XM successfully can be done. Steel yourself.

 

Official Employee

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280 Messages

2 y ago

Hello everyone,


Thank you guys for your inquiry, time and patience. I am more than happy to assist in this matter.
Previously, performing a device swap. which entails, swapping the IMEI between two existing MDN’s on the same account was not possible. Now, that technical functionality on our end and device flexibility for customer’s is possible.


If you want me to investigate this for you, please send me a private message. In order to contact me privately, please click on my name, that will take you to my profile page and from there you will see a rectangular blue button that says, ‘send message’.


Additionally, you must be signed into the forum. If for any reason you are not able to send me a private message, post the comment on this thread and I will reach out to you privately.


I will need to authenticate your account before accessing the details and that means providing me with the first and last name of the account holder, the account number, and the last 4 digits of the stored payment method on file. Please make sure you do not post that information in the publicly viewed thread.


Below, I’ve outlined additional information related to this process;


1.This process should be used in a situation where a customer does an unsolicited SIM swap between two phones on the same account and wishes for the biller to reflect the correct device(s).


2.This functionality currently only works when both lines are active, not pending or suspended voluntarily or involuntarily.


3.Swapping devices will not affect the network and will only affect the biller.


4.Any DPP (Device Payment Plan)/XMPP (Xfinity Mobile Protection Plan) IMEIs will stay the same, and a device swap will not cause any changes to these scenarios.


5.Make sure that the SIM cards have been placed in the new devices before starting the process.

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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nmstough

Contributor

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67 Messages

2 y ago

Why is this so difficult?  With every other phone provider you just show up with your phone - no matter whether it is already used on your account or not and get a sim card that works.  Thats assuming its unlocked of course.  What kind of nonsensical operation is Comcast running that restricts people from doing this?  You should be able to use any phone you want, regardless.  

Regular Visitor

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1 Message

1 y ago

I was unable to send a message to you directly.  My wife's phone is an iphone 6 with xfinity mobile.  We are on vacation and I just bought her an iphone 11 pro so she can use the better camera.  Am I able to just swap the sim cards?  Or what is the process to change her phone number over asap?  Thanks

New Poster

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1 Message

1 y ago

I have a similar issue.  Could you please contact me to help resolve the issue?  Thanks.

New Poster

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3 Messages

1 y ago

It might work, it might not. As someone previously said, each phone is tied to its own sim card. If you swap a sim into a new phone with a different IMEI number, there is a possibility it might not work. It happened to me. I had an iPhone X and swapped a sim into a iPhone 11 pro I bought from Apple, and it did not work. Had to call and get this resolved. You think being an MVNO with Verizon, a sim card swap might be do-able, but its not. Have to take unnecessary steps for a phone you might own or just bought to work. I like the cheap prices of Xfinity Mobile, but I might switch back to Verizon just because of the ease of switching sims to different phones without having to go through how many loop holes to get a phone to work with one sim card

Regular Visitor

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1 Message

1 y ago

Hi @ComcastChrisL,

 

Thanks for your detailed instructions. I am in the exact scenario which you outlined - I upgraded my iPhone and gave my old one away. My new iPhone works great (with my old SIM) but the person I gave the older phone wants to move to Xfinity Mobile but she's unable to do so as the IMEI is still registered to my account/number. Can you kindly update the IMEI to my new phone and deregister the old one so she can port to Xfinity Mobile?

 

I am replying to you publicly as I didn't see an option to privately message you.

 

Thanks,

Subru

Official Employee

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26 Messages

1 y ago

Hi @subru ,

 

I would be more than happy to help you with that. 

Please reach out to me via private message. Click on my name ComcastLauraW and from the profile page click on the blue ‘send a message’ button. In your private reply please include the following information so that I may authenticate and access the account;

 

First and last name, mobile number, complete service address, and the last 4 digits of the pay method on file. Also, if you could provide the IMEI for the device in question that would be greatly appreciated.

 

Thank you for your time and patience,

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

New Poster

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1 Message

1 y ago

Here's my experience. We brought over two 6's and a 6S. My wife decided she didn't like the 6S because it's screen digitouch was a little different compared to her old 6. So, she and I swapped sims from hers to mine so now I have the 6S and she has her old 6 back. We did not let Xfinity know we made the change in phones/sims. We haven't had any issues with the switch other than when we went to Europe, Xfinity couldn't add international calling to our lines because the IMEI's didn't match the sims. They said that if we switched the sims back, to the original phones we could add it, but they weren't sure if it would hold when the sims were changed. This was in September, and it sounds like they may now have the ability to provision the sim to another IMEI, which they couldn't do at that time. Wasn't an issue since we only used wifi calling while in Europe, which did work just fine for the few times we actually needed the phones.

Official Employee

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26 Messages

1 y ago

@mdarnm   I can certainly help with that or you can call into customer service.  We are now able to update the SIM to the correct IMEI.  If you would like, I can do that for you I will just need you to provide me with some information.

Please reach out to me via private message. Click on my name ComcastLauraW and from the profile page click on the blue ‘send a message’ button. In your private reply please include the following information so that I may authenticate and access the account; First and last name, mobile number, complete service address, and the last 4 digits of the pay method on file. Also, if you could provide the IMEI for the device in question that would be greatly appreciated.

Here is the number to customer service if you wish to expedite this: 

(888) 936-4968

 

Thank you for your time and patience

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

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