Frequent Visitor
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26 Messages
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.
Responses
david06
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?
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danthro
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!
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ZoominDN1
Frequent Visitor
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6 Messages
2 y ago
Any news yet? Would love to add three more phones to my account when this issue is fixed.
Thanks.
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emperordahc
Frequent Visitor
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26 Messages
2 y ago
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mspencer11
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. 🙂
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jrz1
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?
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LowGB
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?
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steve061768
Frequent Visitor
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22 Messages
2 y ago
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.
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c0l0rad0an
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.
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krish_krish
Regular Visitor
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4 Messages
2 y ago
@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
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MorseBeep
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.
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Winderson76
Regular Visitor
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2 Messages
2 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?
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LowGB
New Poster
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3 Messages
2 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.
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VincentH
Regular Visitor
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1 Message
2 y ago
I ran into the same issue with my brand new unlocked Pixel 3a phone.
Any update on this?
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emperordahc
Frequent Visitor
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26 Messages
2 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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