XM cannot BYOD brand new unlocked Pixel 3a phones

[emperordahc]

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.

[emperordahc]

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

[ComcastChrisL]

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      

[emperordahc]

I've sent the private message. Thanks!

[hofv]

I sent you a private message about the same problem.

[emperordahc]

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]

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.

[emperordahc]

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]

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.

[emperordahc]

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]

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.

[mshibata]

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

[emperordahc]

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!

[ComcastChrisL]

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

[emperordahc]

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.

[ComcastChrisL]

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    

[david06]

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?

[danthro]

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!

[ZoominDN1]

Chris,
Any news yet? Would love to add three more phones to my account when this issue is fixed.
Thanks.

[emperordahc]

Update: Chris got my Pixel 3a officially activated! XM has found the issue that's causing the automated IMEI checker to fail, but it's not fixed yet. The workaround required a bunch of manual work on the backend by Chris and a several SIM swaps, but my Pixel 3a now has my old LG phone number, and the LG has a new phone number for my son. Thanks!

[mspencer11]

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. 

[jrz1]

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?

[LowGB]

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?

[steve061768]

I had the same experience. I bought a 3a directly from Google. I bought the unlocked one. It too could not register for BYOD. However, there is a Verizon one you can purchase from Google too. Although I have not tried it, I bet the Verizon version (yes, I know the unlocked phones work in VZW so why should it matter?) would activate on XM.

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.

[c0l0rad0an]

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.

[krish_krish]

Hi
@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

[MorseBeep]

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.