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.
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.
I just checked my IMEI with other Verizon companies' IMEI checker, and they all accept my phone:
Additionally I checked my IMEI with non Verizon services, and they all accept my phone. (Pixels are universal.)
XM has something going on here; XM is the only provider that my Pixel IMEI fails.
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?
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.
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!
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?
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. 🙂
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?
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?
I just now bought an unlocked Pixel 3a from Best Buy. The XM checker rejects the IMEI.
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.
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.
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?
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.
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.
Everyone who has been having problems try to enter your IMEI again on the Xfinity checker. Mine randomly was approved today (it hadn't been working before). I am wondering if they got the issue fixed with the checker. I would love if others who had been having problems could confirm or deny.
My Pixel 3a IMEI passed the website checker today! (It's the one Chris already manually got activated for me, so I was already good. I'm assuming this is because of a global fix, not just that my IMEI was whitelisted.)
I recently got a pixel 2 xl verizon model that I purchased from a friend so I could add a line to my xfinity mobile account. Phone is unlocked and works perfect when I stick my current Sim in it.
I took it to an Xfinity store and spent over an hour while they tried to add it but still says incompatible with the network. They even contacted their tech support who could not give a reason why not. Model shows it's compatible but IMEI says no.
When I check it on the verizon website it says it's fine no problem and will send me a sim card right away direct from verizon. If verizon will accept it then xfinity should too correct?
I have been with Xfinity mobile since they started, even got the premiere welcome package box. This is highly frustrating , please help. Thanks.
I am having the same issue @ComcastChrisL I clicked on your profile but there is no blue message button. I messaged support and they said they couldn't make the change because both the current phone and the phone it replaced were bring your own devices. Could you message me and I'll give you all the relevant information?
@ComcastChrisL For some reason I am not able to send you a message via this forum. Im not sure what has changed, but it looks like other users on this thread are having the same issue. Please reach out to me via email so we can get @OOgsAggie's phone set up on our account. He was able to message you and has done so.
For those that can't see Chris's blue box (it's there for me and works fine using Chrome with an Ad Blocker- strange).
Once logged into the forums, can you visit:
And then click New Message? And then Sent To a new note for ComcastChrisL
Does that work for anybody?
The box actually appeared after my post. Perhaps you have to post once in the forum to be able to send a message? Ive never posted before...