emperordahc's profile
emperordahc
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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

Frequent Visitor

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26 Messages

1 y ago

Images didn't want to display. Here are the links to the images. (Links added back to OP.)

 

XM IMEI Result: https://i.imgur.com/iebwfPyl.jpg

Verizon IMEI Result: https://i.imgur.com/ckTKjH9.jpg

Official Employee

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280 Messages

1 y ago

Hello emperordahc,

 

Thank you for bringing this to our attention.  My apologies for the inconvenience you’ve encountered in activating your new Google Pixel 3a as a BYOD device.  I’m more than happy to assist.

 

I’ll need account access in order to troubleshoot this further.  Please message me privately, which you can do by clicking on my name ComcastChrisL.  That will take you to my profile page and from there click on the blue ‘send message’ button.

 

In your private message, please include your first and last name, the full service address, the mobile number, and the last 4 digits of the stored payment method on file.

 

Upon account authentication, I’ll do the needed research and reach back out to you.  Thanks again for your time, and patience.

 

Chris      

I am an Official Comcast Employee.
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Frequent Visitor

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26 Messages

1 y ago

I've sent the private message. Thanks!

hofv

Frequent Visitor

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6 Messages

1 y ago

I sent you a private message about the same problem.

Frequent Visitor

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26 Messages

1 y ago

I just checked my IMEI with other Verizon companies' IMEI checker, and they all accept my phone:

  • Verizon (direct)
  • Tracfone (Verizon MVNO)
  • Net10 (Verizon MVNO)
  • Total Wireless (Verizon MVNO)
  • Straight Talk (Verizon MVNO)

Additionally I checked my IMEI with non Verizon services, and they all accept my phone. (Pixels are universal.)

  • AT&T
  • Cricket (AT&T MVNO)
  • Sprint
  • Republic Wireless (Sprint / TMobile MVNO)

XM has something going on here; XM is the only provider that my Pixel IMEI fails.

ZoominDN1

Frequent Visitor

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6 Messages

1 y ago

My feeling is the the Comcast compatability tool does not funftion correctly for Pixel phones. 

My family has 5 Pixel phones. 2 pass compatability and 3 do not. They are all unlocked and directly purchased from Google.

Pixel 1 XL works

Pixel 3a XL works

Pixel 3 XL fails

Pixel 3a Fails

Pixel 3a fails.

Any updates on what is wrong with the compatability tool online?

Thanks.

Frequent Visitor

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26 Messages

1 y ago

ZoominDN1, direct message ChrisL (above) with all your IMEI numbers so they can pass them along to development.

ChrisL has verified that my 3a should work. They are in contact with development to find out what's up. The more evidence of failing IMEIs the faster they may be willing to fix it.

My new Pixel phone is still sitting in a drawer, wasting my warranty. Of course, this is all during the holidays, so who knows when this will get fixed.
ZoominDN1

Frequent Visitor

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6 Messages

1 y ago

Thanks  emperordahc I did that just now.

Shouldn't we be able to just order the Sims and put them in the Pixels? The Sim I got for my original Pixel XL worked in that phone and also works in an LG V35 which shows as NOT compatable.
 
 

Frequent Visitor

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26 Messages

1 y ago

We can only order SIMs if the IMEI we give verifies; i can't order one for my 3a.

We can SIM Swap, but when Verizon does an occasional audit and realizes the IMEI doesn't match the one assigned to the SIM, they disable VoLTE, voicemail notifications, tethering, etc. and cripple the phone. It's why I haven't swapped SIMs to use my 3a; I have to have VoLTE.
ZoominDN1

Frequent Visitor

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6 Messages

1 y ago

Well I hope they fix the issue with the compatibility tool based on our and any other data they have recieved.

This is a really big issue. Better than half of legitimate Pixels fail the tool so FIX THE TOOL.

 

Regular Visitor

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1 Message

1 y ago

Hi Chris, can you help me with the exact same issue?

Frequent Visitor

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26 Messages

1 y ago

mshibata, send Chris a direct message as they guide above. Be sure to include your IMEI.

Everybody, please keep posting here publicly too so we can see how large an issue this is. Thanks!

Official Employee

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280 Messages

1 y ago

Hey mshibata,

 

Click on my name ComcastChrisL so that you can send me a private message.  After you click on my name, you’ll be directed to my profile page and from there, you’ll see a blue send message button.

 

In your private message, please include your first and last name, the full service address, the mobile number, and the last 4 digits of the stored payment method on file.  Once I authenticate the account, I’ll look into this further for you.

 

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

Frequent Visitor

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26 Messages

1 y ago

I got tired of waiting. I did a temporary SIM swap to at least use my new Pixel 3a, so providing a report on compatibility.

Everything works flawlessly on my "incompatible" Pixel 3a. LTE data, 1x calling, VoLTE calling, SMS/MMS and WiFi Calling including making and receiving calls, SMS/MMS over WiFi (I tested it with Airplane Mode + WiFi reenabled as well as being on WiFi with weak cell signal). I can provide screenshots if needed by XM development to prove compatibility.

The issues are definitely only XM's IMEI checker. As soon as it's fixed, I'll swap SIMs back and order a new SIM card to get the new line I need. Hope XM gets it fixed before Verizon audits my phone and I lose VoLTE.

Official Employee

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280 Messages

1 y ago

Hello everyone,

 

Just wanted to reiterate the point that @emperordahc made above.  The issue may be with the website IMEI checker only.  In some of the other cases that I’ve added to the escalation, other customers are reporting that the device is working as intended when doing the SIM swap as well.

 

I’ve made mention of this detail in the case and expect developments soon.  Thanks to everyone for your continued time, patience, and support.  Hope everyone has a safe and happy new year!

 

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

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