U

Visitor

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2 Messages

Sun, Jan 9, 2022 8:48 AM

Unlocked pixel 6 purchased from Google Store NOT compatible

Ordered 3 phones straight from Google Store.  Checked IMEI numbers at Xfinity store and all three come up as incompatible. Then went to Verizon site and they are compatible there.  Asked Xfinity clerk what was up and was told Xfinity has some weird thing they are doing with the firmware to make it unique. That explanation makes NO sense to me as that would mean that any Pixel 6 not bought from Xfinity would be incompatible so why have BYOD?   

Don't say your service is compatible with most Pixel phones on your BYOD phone page and then not support the latest phone coming straight from the vendor (Google), especially when you sell that same phone.   The only explanation I can come up with for this craziness is that there must be some kind of clause in the deal with using Verizon's network that prevents Xfinity from supporting the latest phones unless purchased from  Xfinity directly. Maybe in a few months these IMEI numbers will suddenly work.  Rather than return  $1800 of phones to Google, I'm moving my 3 lines to Verizon.     

Visitor

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1 Message

6分前

Same thing here. It is very frustrating!!!

Visitor

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3 Messages

6分前

I'm learning this now! Calls and txt work, but not data!! Was this your case?

Visitor

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3 Messages

6分前

Odd that only data doesn't work.  I'm going to stop to an Xfinity store to get more info. I just moved the SIM card from my Pixel 3 to the brand new Pixel 6 today. Everything but data works.

Visitor

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3 Messages

6分前

After stopping to the Xfinity store, I've confirmed that this is a problem. Even though calls and text work, data doesn't. Apparently, there are just some phones that aren't supported as a bring your own device option. They can only be purchased through Xfinity.  I'm switching to visible phone service. Visible is pretty much like Xfinity and that it runs on the Verizon network as well. The plan is pretty much the same but a little bit cheaper.

New Poster

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3 Messages

5分前

Same here. They sell the [Edited: "Language"] phone. Why isn't the phone purchased elsewhere compatible?  Yes, we all know why.  Does Xfinity think I'm just going to turn around and buy one from them?  HA!    I guess they don't want me to add another line to my account.  Someone else will get my business.  Nice way to treat prospective customers....

Added note: I got on the xfinity chat support to find out the details and they said they needed the last four digits of my CC, my birth date, and my social security number.    When I said they didn't need my SSN, there was a long delay in response. I eventually gave up on waiting, figuring I was getting the run-around.  My personal info is not needed for them to explain their BYOD policy regarding Pixel phones bought elsewhere. 

(edited)

Visitor

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1 Message

5分前

Ditto! New phone from the Google Store NOT compatible! Sure wish I had read this before I ordered this phone.

Visitor

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1 Message

5分前

I have the same problem.  Pixel 6 backordered from Xfinity, website says compatible with BYOD, then turns out its not the case.  Was going to switch to Xfinity when I got the phone, looks like I'll be staying with Verizon.

Visitor

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2 Messages

5分前

This is what I got out of higher level support from Xfinity as of Feb 15 2022.

Following Pixels are compatible with BYOD, which DOES NOT INCLUDE Pixel 6

Google Pixel, Pixel XL, Pixel 2, Pixel 2 XL, Pixel 3, Pixel 3 XL, Pixel 3 a, Pixel 3a XL, Pixel 4, Pixel 4 XL, Pixel 4a, Pixel 4a (5G), Pixel 5 (5G) 

Pixel 6 has been out since Nov, I hope they can add support soon to BYOD. I will need to use a different provider because my Unlocked Pixel 6 from Bestbuy can't be used for this.

(edited)

Visitor

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2 Messages

@hangrypixel​ I argued with chat for an hour, they set up an apptment for me to get it fixed in store

Visitor

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2 Messages

@Tarahjp​ did they fix it?

Visitor

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1 Message

@hangrypixel​ I just experienced the same thing. Bought two Pixel6s from Best Buy and wanted to switch my service to Xfinity, as part of a TV/internet/phone package. They cannot accept my phone's, with nobody able to give a valid explanation. In fact the overall knowledge and service at Xfinity leaves a lot to be desired.

gregv23

Frequent Visitor

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8 Messages

5分前

I'm in the same boat. Bought Pixel 6 from Amazon and spent 20 minutes on chat with Xfinity before learning phone is incompatible.  They are out of stock on the Xfinity site, and they say they can't check local store stock.   I just plugged the IMEI into the T-Mobile compatibility checker. It's compatible, so goodbye Xfinity Mobile.

Visitor

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2 Messages

4分前

Opposite here, but with Iphone 11.  Bought directly from Apple, not carrier locked or anything.  3 months ago I checked and it said my phone was compatible.  They sent me a sim card and everything.  With holidays and everything I didn’t want to risk losing my number or anything so I waited.  Now today they say my phone is not compatible.

It is almost like they are trying to force people to buy their phones from them or something…

PapaGnome

Contributor

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11 Messages

4分前

And I went into the store last week, they didn't have the Google 6 to sell.  I asked if I went and bought one and came back I could add it to my plan; and their employees at a local store said that YES, that would be fine.  Makes me wonder now that when the phone arrives, will they honor the help to add it to my plan.  Right now, I am only buying one Pixel 6; thank goodness I didn't order two of them in case Xfinity Mobile Employees change their mind and have some stupid rule: Pixel 6 only good if you buy from us as an Unlocked phone?

Funky.  I still don't know why they don't offer an e-sim option for people, but that is another thing that really needs to be reviewed.

Visitor

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2 Messages

@PapaGnome​ good luck with that...after being told the same thing and having an apptmnt set up to transfer with my unlocked 6 they said they couldn't do it. They honestly do not give their employees the ability to help customers. We ended up going with MINT mobile...30 bucks a month unlimited everything

Visitor

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1 Message

2分前

Same issue today. Very frustrating.

PapaGnome

Contributor

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11 Messages

@user_85f176​ I got my Pixel a week ago, went into Xfinity; and they told me that because I ordered the 256gb unit; they can't put it on my plan.  Funny [Edited: "Language"] when you think about it.  So I went with US Mobile and their esim.  But it just crazy that they won't hook up a Pixel that isn't bought from them, or you buy the one with more memory.  Remember, the only reason I didn't buy from them, is they didn't have any. :-)

(edited)

XfinityRaul

Official Employee

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647 Messages

Good morning, thank you for reaching out today! I do have to apologize though; due to account security reasons we cannot help with this issue over social media. For assistance with this matter, please give us a call at 1 (888) 936-4968 or chat online at https://comca.st/3xJ0hyW and one of our experts will be happy to look into this for you!

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
PapaGnome

Contributor

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11 Messages

@PapaGnome​ BTW, as an updated; I have an E-Sim from US Mobile in my Google Pixel 6 (256gb version); and it is using the VERIZON network; wonder why Xfinity can't work with the same setup?  Xfinity can't even work with a regular sim, and other carriers can work with regular and e-sim.  Strange world we live in.

I_Am-9

New Poster

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10 Messages

2分前

Xfinity Mobile & The Inconsistency that is eSIM and the Pixel 6 and other Devices

Xfinity Mobile (Verizon, Google)– is full of it!

So (lol) I attempted to switch my device online, meaning switch  my IMEI and pair it with my unlocked device (Pixel 6).

So, I read you could just swap the SIM and it would register on the network, so I did.  I sign into my Xfinity Mobile and it states something like we recognize another device would you like to pair it to your account – I think – great it will update.

Well – no.

Who is running this company? Specifically, who created their website coding and their odd logic.

So, the primary landing page still has my old device tied to my account and at the bottom of the screen it shows “paired device”.

  1. I input my physical SIM IMEI prior to getting the device unlocked – it stated “your device may work but make sure it is unlocked blasé blah. I unlock the device and about a week later I do the aforementioned.
  2. I contact support to figure out how to get the other device OFF my account and just have the one with my SIM which is the Pixel 6.
  3. The rep says the Pixel 6 isn’t compatible with their Network
    1. So, if a device is NOT COMPATIBLE with a network it should NOT WORK AT ALL! My device shows Xfinity Mobile and services work, why would you PAIR an incompatible device to my account?!
  4. I put my physical IMEI in, it “Unfortunately, your phone isn’t compatible” [Edited: "Language"]! I put my eSIM IMEI and I get the “Your phone is compatible, but it may be locked to Your Carrier.” Xfinity Mobile does not use eSIM
  5. XFINITY MOBILE SELLS THE GOOGLE PIXEL 6 ! !
  6. XFINITY MOBILE SELLS THE GOOGLE PIXEL 6 ! ! !
  7. The Xfinity Mobile rep stated: “Pixels bought from them would be compatible” [Edited: "Language"]!!! You can’t make this ***
  8. My SIM card is no longer in my older device; therefore, it should not be reflected on my account ! What sense does it make to “pair” another “incompatible” device – this is ridiculous. You encourage unlocked devices, but you want someone to BUY from you, which is counter consumer, counter everything that is counter. Who’s in charge of this company?
  9. Who is empowered to provide the customer a resolution and fix this ridiculous coding/programing/provisioning anti-consumer policy?!

 

 

(edited)

Official Employee

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606 Messages

Hello all! As much as we would like to help you with mobile, we will need to direct you to the expert mobile team. They can be reached at 1-888-936-4968. They are available 24 hours/day, seven days/week. You can also reach out using this link https://comca.st/3kGbSqE. Scroll down to the bottom of the support page and click "Ask Xfinity".  It sounds like your question should be easily answered using the chat option above. Once you have an answer, please circle back and let the community know. 😊

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
PapaGnome

Contributor

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11 Messages

Wait, you have 'Expert'?  Why doesn't he/she/team visit here and explain why Xfinity won't let us use our phones?  I went in with mine, and they had the brains to say that because I bought a 256gb unit; it was unsupported.  We know that it is not because it is a 128gb, or a 256gm, or even whether or not it is a Pixel 6 or a Pro model; Xfinity just doesn't want us to use these phones because they may not be able to sell you a different phone or one from their stock that is locked.  I have to wonder if Xfinity ever did get them stocked, and someone came in with cash to pay in full; would they be able to get service?

New Poster

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2 Messages

19日前

Me too. Xfinity would rather [Edited: "Language"] themselves over, apparently. My new Pixel 6 bought at best buy a month ago is incompatible as well. It's silly, bring your own phone as long as you purchase it from Verizon, how stupid?

That makes many new phone lines Xfinity will lose out on and Verizon will gain.

(edited)

XfinityChad2

Official Employee

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227 Messages

19日前

For those having issues with pixel 6 BYO, can you please send me your IMEIs in a private message ? 

PapaGnome

Contributor

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11 Messages

@XfinityChad2​ I would, but I already have mine working with a different carrier now; so I don't want it messed up.  I ended up having to take mine to a carrier, US Mobile; who uses Verizon towers.  I do not believe it is the phone, but more of a control issue.  Xfinity, T-Mobile, and the like .... I think they need to control the operational functions of what is allowed on your phone.  Both of these two companies will not let you put in an e-sim.  Xfinity wouldn't even start with a physical sim install.  Hopefully someone will reply back with a unused/unlocked Pixel 6 they have lying around for you to find out why Xfinity won't let you use the phone, but I have a feeling if they were like me, we would prefer to take our $700 phone to a carrier who will accept us and now don't want it touched.

I_Am-9

New Poster

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10 Messages

@XfinityChad2​ what would that possibly do? Who are you Chad ?? What department CARE or Tech Support smh - the phone tech support is outsourced and their comprehension skills are poor. I just checked again under devices on XM.com and it still lists the WRONG phone number (smh) yet my number is still functioning and working - "tech support" was useless and doesn't seem to comprehend the issue. I have no idea what the previous rep did, not sure if my device was cloned, hacked or what - but when I dial the number showing on XM.com it rings and eventually disconnects (did he setup call forwarding or something strange) - however, it does show my device IMEI with the wrong ICCID/SIM # so idk how the IMEI matches but the PTN and ICCID be wrong. I decided to not waste HOURS at a time interacting with these people. A joke. 

Visitor

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2 Messages

@XfinityChad2​ I would like access to send you a Direct Message so that I can share the IMEI for my Google Pixel 6 that I purchased new, unlocked, directly from the Google Store but which Comcast said when responding to the offer a few months ago, was incompatible. Still today, it says incompatible. https://www.xfinity.com/mobile/byod/compatibility/result

Official Employee

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75 Messages

Hey, @I_Am-9 there! We certainly understand your concerns there. When you reached out, did you reach out to our Xfinity Mobile team with the numbers provided above?

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
XfinityChad2

Official Employee

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227 Messages

@golibero​ our engineers asked for the IMEI to check on the backend to see why your seeing the error. 

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

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