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.