emperordahc's profile

Frequent Visitor

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26 Messages

Wed, Dec 18, 2019 2:00 PM

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.

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Responses

Regular Visitor

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1 Message

2 y ago

Chris,

I have this problem but cannot find a way to PM you about this. I have a pixel 3a that is compatible but my brother has ordered two  pixel 3as and both have been incompatible. Can you PM me?

New Poster

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1 Message

2 y ago

Hi @ComcastChrisL,

 

I'm having this same problem. Have you been able to find a solution for others? Should I message you my information too?

 

Thanks in advance!

ZoominDN1

Frequent Visitor

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6 Messages

2 y ago

Chris,
Any news yet? Would love to add three more phones to my account when this issue is fixed.
Thanks.

Frequent Visitor

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26 Messages

2 y ago

Update: Chris got my Pixel 3a officially activated! XM has found the issue that's causing the automated IMEI checker to fail, but it's not fixed yet. The workaround required a bunch of manual work on the backend by Chris and a several SIM swaps, but my Pixel 3a now has my old LG phone number, and the LG has a new phone number for my son. Thanks!

Regular Visitor

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3 Messages

2 y ago

I would like to bring my service to XM but I am also failing the check with a Pixel 2 XL that is working on Verizon.  I see above to contact @ComcastChrisL but I am not seeing the message button on his about page.  Thanks!

 

Edit: After posting I have the message button.  🙂

New Poster

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1 Message

2 y ago

I bought an un locked Pixel 3A. XM  checker says it is not compatible. Fernando at Xfinity store tried several different ways  1-19-2020 with no luck. Any further progress on this issue?

New Poster

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3 Messages

2 y ago

Could it be that the Pixel 3A has to be already registered as a customer of a carrier in order for its IMEI to be recognized? Perhaps only as customer for a postpaid service? Perhaps only if the phone was bought from the carrier?

Frequent Visitor

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22 Messages

2 y ago

I had the same experience. I bought a 3a directly from Google. I bought the unlocked one. It too could not register for BYOD. However, there is a Verizon one you can purchase from Google too. Although I have not tried it, I bet the Verizon version (yes, I know the unlocked phones work in VZW so why should it matter?) would activate on XM.

My Pixel 2, which was the VZW version, activated fine. But my Note 10 unlocked says not possible.

When in doubt, until they fix the unlocked phone issues, if possible, only buy Verizon sold/named phones.

Regular Visitor

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2 Messages

2 y ago

I just now bought an unlocked Pixel 3a from Best Buy.  The XM checker rejects the IMEI. 

IMEI1: 359221107046863

IMEI2: 359221107046871

I am hoping for some good news during the 14 days in which I could return the phone. Chris, thanks for your efforts, and good luck.

Regular Visitor

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4 Messages

2 y ago

Hi
@ComcastChrisL

I am also facing similar issue with Pixel 2 XL. After entering IMEI it showing my device is not supported.

Can please help me here.
Thanks in Advance

New Poster

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1 Message

2 y ago

I ran into this same problem with an unlocked Samsung Galaxy S8. This problem has been around for years. My guess is that Comcast has a deal with Verizon to punish people that buy unlocked phones (since carriers prefer people to be locked in and only do unlocking at all because the FCC forces them to). I wouldn't expect it to work unless a new agreement is drawn up between Comcast and Verizon, which isn't very likely.

Regular Visitor

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2 Messages

1 y ago

I have had the same problem.  I bought a brand new Pixel 3a (GSM/CDMA unlocked) and when I enter the device IMEI number  into the xfinity compatability checker my phone shows up as incompatible.

 

I took the phone into the store and they said it was incompatible with verizon service, however verizons IMEI checker shows that my phone is an approved phone and will work with their network.

 

Any update on if this problem will be fixed soon or should I return my pixel while i still can?

New Poster

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3 Messages

1 y ago

Please see my earlier message above. An Xfinity store staffer told me that no unlocked store-bought phones would be accepted as compatible. I did not ask if getting them set up on another carrier would make them acceptable.

Regular Visitor

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1 Message

1 y ago

I ran into the same issue with my brand new unlocked Pixel 3a phone.

 

Any update on this?

Frequent Visitor

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26 Messages

1 y ago

Don't go to the Xfinity Mobile / Comcast stores. They are using the same IMEI checkers as the website, and then they give the same "incompatible" speech because that's what they're trained to do.

 

Don't call XM customer support either (and don't bother asking for a tier transfer); they'll do the same thing.

 

Post into this thread and then directly contact Chris above; they can do a workaround for the issue.

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