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Can not leave xfinity mobile for verizon

Frequent Visitor

Can not leave xfinity mobile for verizon

Where to start? I was thinking of switching to verizon or verizon prepaid from xfinity mobile. The reason I have for this:

1.) high ping times compared to Verizon

2.) No Wifi Calling

3.) No number share if I decide to get a gear s3  or for that matter a seperate plan for the gear s3

 

First thing to do:

1.) get unlock code. So I send a text to Xfinity Support

2.) Hmm no response with unlock code.... better try again

3.) tried again .. no Response .

4.) tried again .. no Response

5.) Its been weeks now so I guess I am gong to have to call...I call and get an unlock code

6.)  Placed Verizon sim in Phone rebooted and entered unlock code  ... phone said successful

7.) contacted Verizon ... gave IMEI number.. opps problem.. that IMEI comes up as an unsupported device..

8.) Called xfinity ... "do you know anything about this?"   they don't 

9.) Called back Verizon .. got a different person same thing about the IMEI unsupported.

10.) Went to level 2 support at Verizon ... still IMEI Issue

 

What to do?  well I have no idea and why should I?   Is it a Samsung problem... a Verizon problem ... an xfinity problem..  I guess its a me problem for now. 

Any Idea on why this is happening and have others had this issue.... 

A question I have is that since wifi calling is not an option on my s8 under xfinity If I switch to verizon will it suddenly appear as an option or will it always be hidden?

Thanks for reading this. If you got this far any help would be appreciated. 

Contributor

Re: Can not leave xfinity mobile for verizon

Hello Verizon , I want to have cell service with you

Hello Xfinity , I want to discontinue my service 

Frequent Visitor

Re: Can not leave xfinity mobile for verizon

Oh if only it was that easy ;-)

 

"Hello Xfinity , I want to discontinue my service"  - that is not the way it works. I imagine if you told xfinity you wanted to stop service you could lose your number.

 

"Hello Verizon , I want to have cell service with you" I tried that and they said NO not with that IMEI

 

https://www.verizonwireless.com/bring-your-own-device/#checkDevice  <--- site is to check IMEI for BYOD with verizon. When I enter my IMEI it says call customer service.

 

 

 

Problem Solver

Re: Can not leave xfinity mobile for verizon

Very strange. I just entered the IMEI for my S8+, and it shows as OK to activate on VZW (although I have no intention).
Frequent Visitor

Re: Can not leave xfinity mobile for verizon

Thanks cam30era for checking. I have the s8 not the s8+ but that goes a long way to tell me its probably isolated to my phone.  I originally had my phone on a payment plan before just paying it off. I wonder if maybe that is the cause of my issue.  

Problem Solver

Re: Can not leave xfinity mobile for verizon

Perhaps. Maybe it takes a while for the payed off status to be reflected in your account... FWIW, my S8+ was purchased outright.
Highlighted
Frequent Visitor

Re: Can not leave xfinity mobile for verizon

I payed the phone off at least 2 months ago.  I wonder if I am the first person to have a payment plan .. pay it off .. then try an switch to verizon? the mystery continues. Comcast feel free to chime in on this :-) . 

Official Employee

Re: Can not leave xfinity mobile for verizon

 

jrose78, that's a little strange. Once your device is unlocked, you can use it with other networks, especially if they are CDMA. 

 

The only time I would guess if a device was unsupported is if the IMEI was blocked. Did you report the device as lost and then find it?

Frequent Visitor

Re: Can not leave xfinity mobile for verizon

No, I have never reported my phone lost or stolen.  You are welcome to reach out to Verizon and check for yourself.  Give them my IMEI and watch them go  "ahh thats odd it" then you will hear some clicking from their keyboard and they will say "whats model of phone did you say you have"    ... pause  ... "its coming up as an unsupported device"  (or something to that effect)  :-) . 

 

I would normally think that maybe I got a new rep who just isn't doing something right but I have spoken to 3 reps about switching to their service and the story is always the same .  

Frequent Visitor

Re: Can not leave xfinity mobile for verizon

I have a voicemail from verizon saying they can not activate my imei and that I should talk to the company I bought the phone from. I can forward you that voicemail comcast if that helps. 

Problem Solver

Re: Can not leave xfinity mobile for verizon

Check your IMEI here, and see what it says
Frequent Visitor

Re: Can not leave xfinity mobile for verizon

I get this. What did you get

 

cell.PNG

Problem Solver

Re: Can not leave xfinity mobile for verizon

Quite a bit different:
Official Employee

Re: Can not leave xfinity mobile for verizon

jrose78, hmm OK. I can take a closer look. Please send me your full name, address and account number via private message. 

Frequent Visitor

Re: Can not leave xfinity mobile for verizon

Its like my phone was never born!!!!! oh noooo!  .  

 

I sent the info. Thanks for looking into this Ken :-)  and a super thank you to cam30era!

Frequent Visitor

Re: Can not leave xfinity mobile for verizon

So I am still waiting to hear back on this from Comcast. While waiting I happened upon this article https://www.pcmag.com/article2/0,2817,2407896,00.asp  which I found a great read about GSM vs CDMA. The article mention something to the effect that even though Verizon uses sim cards they still have a network white list .... I thought to myself maybe my phone was never added to that whitelist.   I have been told by ComcastKen that my IMEI looks ok on his end even though it is obviously not.  Verizon has refused to support the phone and also numerous sites where you can enter a IMEI have said there is an issue in some fasion.  I feel bad for someone not technical that has my problem as they would simple not be able to switch carriers.  ComcastKen ... Has level 2 support got back to you on this?  

 

Note:  cam30era removed his original link . The link was to https://swappa.com/esn so you can check your IMEI #

Official Employee

Re: Can not leave xfinity mobile for verizon

 

jrose78, your IMEI looks fine. I've updated you with the response from tier 2 in our private thread. 

 

XFINITY Mobile and Verizon are both utilizing CDMA so there is no issue there. 

Frequent Visitor

Re: Can not leave xfinity mobile for verizon

Wow, I am not sure what to say to your reponse. I have presented evidence that my phone IMEI is a problem.

1.) I have a voicemail from verizon saying that they can not activate my phone on there network because of IMEI

2.) another member was kind enough to look up there IMEI and compare it to mine and the results where different

 

This is what I find frustrating. This is a canned / pass the buck reponse.   I am really thrilled everything is ok on your end but the fact remains I purchased a phone direct from you. I payed it off and I am unable to switch carriers. This is anti competitive behavior.  I guess at this point I am stuck using xfinity mobile service. I will however be sure to file a complaint with the BBB and also with the FCC although I not sure how far that will get me. 

Problem Solver

Re: Can not leave xfinity mobile for verizon


jrose78 wrote:

Wow, I am not sure what to say to your reponse. I have presented evidence that my phone IMEI is a problem.

1.) I have a voicemail from verizon saying that they can not activate my phone on there network because of IMEI

2.) another member was kind enough to look up there IMEI and compare it to mine and the results where different

 

This is what I find frustrating. This is a canned / pass the buck reponse.   I am really thrilled everything is ok on your end but the fact remains I purchased a phone direct from you. I payed it off and I am unable to switch carriers. This is anti competitive behavior.  I guess at this point I am stuck using xfinity mobile service. I will however be sure to file a complaint with the BBB and also with the FCC although I not sure how far that will get me. 


There is obviously something amis with either your device or your account.  And while is small consolation to you, my evidence would suggest that this isn't a "plot" by XM to prevent current customers from leaving.

Your challenge is to find someone within XM who is willing and capable of helping you.  Good luck....

Official Employee

Re: Can not leave xfinity mobile for verizon

Wow, I am not sure what to say to your reponse. I have presented evidence that my phone IMEI is a problem.

1.) I have a voicemail from verizon saying that they can not activate my phone on there network because of IMEI

2.) another member was kind enough to look up there IMEI and compare it to mine and the results where different

 

This is what I find frustrating. This is a canned / pass the buck reponse.   I am really thrilled everything is ok on your end but the fact remains I purchased a phone direct from you. I payed it off and I am unable to switch carriers. This is anti competitive behavior.  I guess at this point I am stuck using xfinity mobile service. I will however be sure to file a complaint with the BBB and also with the FCC although I not sure how far that will get me. 

jrose78, I understand you are frustrated. I am only presenting you with the information that was presented to me by Tier 2 support. If you device works on our network but doesn't on Verizon's, that suggests an issue on their part. 

 

KenF

Problem Solver

Re: Can not leave xfinity mobile for verizon


ComcastKenF wrote:

If you device works on our network but doesn't on Verizon's, that suggests an issue on their part. 

 

KenF


Ken, evidence from swappa.com IMEI checker suggests otherwise.  Swappa indicates an issue with his IMEI.

Official Employee

Re: Can not leave xfinity mobile for verizon

ComcastKenF wrote:

If you device works on our network but doesn't on Verizon's, that suggests an issue on their part. 

 

KenF

Ken, evidence from swappa.com IMEI checker suggests otherwise.  Swappa indicates an issue with his IMEI.

cam30era, thanks. I'm not familiar with swappa.com. From what jrose78 posted, the issue was "Activation" related. I don't see an activation problem on my end. 

Problem Solver

Re: Can not leave xfinity mobile for verizon

Do an experiment, please.  I'll send you a PM with my IMEI number.  I'm sure he'll send you his too.  Then go to swappa.com/esn and enter each of ours.  You'll see a significant difference on what the report says....

Official Employee

Re: Can not leave xfinity mobile for verizon

Do an experiment, please.  I'll send you a PM with my IMEI number.  I'm sure he'll send you his too.  Then go to swappa.com/esn and enter each of ours.  You'll see a significant difference on what the report says....

cam30era, I have done so with his IMEI. I will reach back out to Tier 2 to see if they can give it another look.

 

KenF

Frequent Visitor

Re: Can not leave xfinity mobile for verizon

Cam30era, I don't think its a plot but why would a company go out of there way to help a customer leave their service.  This could be the reason for the canned response. The point remains I was sold a phone that I was not aware could only be used with Xfinity mobile.   That is something Comcast should IMO spend time to resolve, plus do we really know how many customers this effects. I am just guesing that there are not a ton of customers that went on a payment plan, then payed it off, and then tried to switch to Verizon. I could be the first of many .... who knows.  As always I appretiate you troublshooting this with me. 

Frequent Visitor

Re: Can not leave xfinity mobile for verizon

Here is an at&t IMEI check on my number

 

at&TCapture.PNG

Frequent Visitor

Re: Can not leave xfinity mobile for verizon

Here is Verizon IMEI checker

 

VerizonCapture.PNG

Problem Solver

Re: Can not leave xfinity mobile for verizon


jrose78 wrote:

Cam30era, I don't think its a plot but why would a company go out of there way to help a customer leave their service.  This could be the reason for the canned response. The point remains I was sold a phone that I was not aware could only be used with Xfinity mobile.   That is something Comcast should IMO spend time to resolve, plus do we really know how many customers this effects. I am just guesing that there are not a ton of customers that went on a payment plan, then payed it off, and then tried to switch to Verizon. I could be the first of many .... who knows.  As always I appretiate you troublshooting this with me. 


jrose78, this is not true.  I have tried my IMEI on the VZW website, for BYOD.  Every step up until entering my credit card number and hit "check out".  And it works fine.  You just have a unique issue with your device/IMEI.  Reign in your paranoia...  ;-)

Frequent Visitor

Re: Can not leave xfinity mobile for verizon

Here is t-mobiles IMEI checker with my IMEI #

 

TmobileCapture.PNG

Frequent Visitor

Re: Can not leave xfinity mobile for verizon

cam30era, 

 I thought you said you were never on a payment plan for your phone?  I am not stating that there are tons of people with the same problem as me but I am not as quick to dismiss it as you may be.  I guess we need to find out the root cause of the issue before we can comment on how many people this may effect. 

Problem Solver

Re: Can not leave xfinity mobile for verizon

Correct. Device paid for up front
Official Employee

Re: Can not leave xfinity mobile for verizon

 

jrose78, I'll update you with what Tier 2 presents me with. 

Frequent Visitor

Re: Can not leave xfinity mobile for verizon

Thanks Ken. I await their insight into this matter.  

Official Employee
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Contributor

Re: Can not leave xfinity mobile for verizon

Two things I've noticed on my iPhone 8 on Xfinity Mobile coming from Verizon.

 

1. Latency is TERRIBLE on Xfinity Mobile.  You tap a link on a website, and it takes about 5 times as long to respond as on Verizon.  This makes your phone feel super slow even though the phone is fast, it's the network thats slow. My typical latency (ping times) when on Verizon was 35-50ms.  On Xfinity Mobile it's 140-250ms.  Even worse is that Xfinity Mobile's terms of service say they'll do 100ms or better- I've never seen a ping less than 140ms on my phone from any location.

 

2. You know the Verizon 1X network that your phone connects to when you're out in rural areas?  Verizon's coverage that they're known for?  On Xfinity Mobile 1X does not work.  It shows up as "Xfinity Mobile 1X" at the top of my phone screen but calls, texts, and data simply do not work on 1X.

 

 

Simpy put-  Coverage is not as good as Verizon.  Performance is not as good as Verizon.

Frequent Visitor

Re: Can not leave xfinity mobile for verizon

Any resolution to this? Im having the exact same problem.