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Xfinity Mobile does not allow BYOD customers to transfer SIM to different BYOD phone.

New Poster

Xfinity Mobile does not allow BYOD customers to transfer SIM to different BYOD phone.

Xfinity Mobile is about to lose my business.  Not because I'm unhappy with the service, let me explain.  I brought my own iPhone to Xfinity mobile and had my old number ported over.  Now I want to upgrade my phone to another, newer, BYOD iPhone, and was told the following by CS:

 

Xfinity only ports in old numbers to new customers.   Existing Xfinity customers cannot change their BYOD phones and keep their old numbers!  

 

So if you as an Xfinity customer have a phone that dies and you want to have your old number ported to a different BYOD phone, you have to look for another provider!   I'm not a lawyer, and I will follow up, on this but I believe that Federal regs require carriers to acommodate porting existing phone numbers.  

I was not aware of this when I signed up, so I don't know when this policy began, but I expect it is a recent development. Now I have little choice, I will be looking for a different provider.  Goodbye Xfinity Mobile, thanks for the memories!

 

 

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Frequent Visitor

Re: Xfinity Mobile does not allow BYOD customers to transfer SIM to different BYOD phone.

I am having the same issue as you. I am trying to go from an Android to iPhone though. 

You can just move your sim card over and the new iPhone will work granted it meets the carrier specs. In your comcast account it will just show the number tagged to the old phones IMEI.

 

This is a basic task Xfinity needs to get its act togeather.

New Poster

Re: Xfinity Mobile does not allow BYOD customers to transfer SIM to different BYOD phone.

Xfinity says that old phone number cannot be ported to new phone. Only way to keep old number is to keep old phone listed as second line. So what if I sell or give away the old phone?
Highlighted
New Poster

Re: Xfinity Mobile does not allow BYOD customers to transfer SIM to different BYOD phone.

Hey, shouldn't your service/number be tied to the SIM rather than the phone?  What would happen if you just put the sim in another compatible device?

New Poster

Re: Xfinity Mobile does not allow BYOD customers to transfer SIM to different BYOD phone.

I am having the same issue. Tried buying a new Iphone through Xfinity Store but the keep the old number and was told the "System was down". After going back several times, each time they saying the "system was down". I stumbled upon this post. If I had known i would be stuck with the same phone for the lifetime of the account I would not have switched. 

Frequent Visitor

Re: Xfinity Mobile does not allow BYOD customers to transfer SIM to different BYOD phone.

Not sure how correct this is or why there seems to be so much issue swapping phones/sims. I had a BYOD iPhone 6 that was working fine for a year and then died. I exchanged it for a new iPhone 6 through Apple, put the old sim card into the new phone, restored it from iCloud and all was good in just a few minutes. 

New Poster

Re: Xfinity Mobile does not allow BYOD customers to transfer SIM to different BYOD phone.

 


@Cubrd0wn wrote:

I am having the same issue as you. I am trying to go from an Android to iPhone though. 

You can just move your sim card over and the new iPhone will work granted it meets the carrier specs. In your comcast account it will just show the number tagged to the old phones IMEI.

 

This is a basic task Xfinity needs to get its act togeather.

 

"You can just move your sim card over and the new iPhone will work granted it meets the carrier specs.". This is incorrect.  Installing the old IOS sim in the new iPhone results in a "no service" display.



 

New Poster

Re: Xfinity Mobile does not allow BYOD customers to transfer SIM to different BYOD phone.

 


@artnsx wrote:

Hey, shouldn't your service/number be tied to the SIM rather than the phone?  What would happen if you just put the sim in another compatible device?



  Installing the old IOS sim in the new iPhone reslts in a "no service" display.

New Poster

Re: Xfinity Mobile does not allow BYOD customers to transfer SIM to different BYOD phone.

Not sure if anything has changed. But I was finally able to upgrade a BYOD Iphone 6s to a Iphone XS, it just took a long chat with support to get it activated.

New Poster

Re: Xfinity Mobile does not allow BYOD customers to transfer SIM to different BYOD phone.


@palu12 wrote:

Not sure if anything has changed. But I was finally able to upgrade a BYOD Iphone 6s to a Iphone XS, it just took a long chat with support to get it activated.


Has something changed on this? This is the first I've heard of someone being able to upgrade their BYOD phone to a different BYOD phone without porting in a new BYOD device. I was told just a few weeks ago by XM customer service representative that XM's back end system still doesn't allow a BYOD device IMEI to be swapped out with a different IMEI for an upgraded BYOD device.

 

This is a huge deal for me because I activated 2 older BYOD iPhone 5c devices months ago that don't support VoLTE and have since upgraded those devices to iPhone 6s devices. I simply swapped SIM cards and I still get phone service and LTE data but I cannot activate VoLTE or Wi-Fi calling on the upgraded phones. XM systems won't recognize the iPhone 6s IMEI and allow a BYOD upgrade that enables those calling features. This is a big deal with the pending Verizon CDMA network shutdown at the end of the year. I will lose all ability to make voice calls unless VoLTE gets activated on my account.

 

Help!!!

Regular Contributor

Re: Xfinity Mobile does not allow BYOD customers to transfer SIM to different BYOD phone.

For the most part they are the imei of the device is still relayed in for personal identification but 99% of other carriers as long as the imei is clean. And the device supports said Sim card it normally works. Thats why i dont bother calling the carrier on mere sim swaps. Causes more problems than whats needed
New Poster

Re: Xfinity Mobile does not allow BYOD customers to transfer SIM to different BYOD phone.

So the issue is just compatibility of SIMs with phones? How would one know whether the SIM of phone A is compatible with phone B? 

Regular Contributor

Re: Xfinity Mobile does not allow BYOD customers to transfer SIM to different BYOD phone.

Pretty much try it. If it works your gold if not then normally i request a compatible sim but i would assume with xfinity it's harder than just that
New Poster

Re: Xfinity Mobile does not allow BYOD customers to transfer SIM to different BYOD phone.

I was just told a similar thing by Xfinity Mobile Support.

 

My old BYOD device was an iPhone 6, and I received an iPhone XR purchased from Apple as a gift. Xfinity sent me a new SIM card for it. Popped it in the XR and it didn't activate. So I called Xfinity and they told me it's not possible to port a number from one BYOD device to another within Xfinity, unless the new device is purchased from Xfinity. What!? Their recommendation was to port the number to anther carrier, and then port it BACK into Xfinity Mobile under the new device. Yeah, no, that's ridiculous. 

 

I was about to leave Xfinity Mobile until I found this thread and tried moving the SIM card from the iPhone 6 to the XR. Luckily, it worked. But I don't know what I would have done if I was trying to convert to an Android or something, or if the new iPhone hadn't taken the old SIM.

 

This is really something Xfinity needs to figure out...I'd imagine this impacts a lot of customers, especially as many, many people buy iPhones directly from Apple. 

 

 

New Poster

Re: Xfinity Mobile does not allow BYOD customers to transfer SIM to different BYOD phone.

I also swapped the Sim into a newer iPhone and it connected. However voice calls over LTE cannot be enabled in settings. Xfinity tried to help by providing a new Sim. Still no joy. They have “opened a case” and are working on it . . .
Regular Contributor

Re: Xfinity Mobile does not allow BYOD customers to transfer SIM to different BYOD phone.

Try to make sure your APN is selected
Frequent Visitor

Re: Xfinity Mobile does not allow BYOD customers to transfer SIM to different BYOD phone.

Glad I found this thread. I've acquired a used, unlocked iPhone 7, previously used with Verizon. My wife has an older BYOD iPhone 6S with Xfinity. This afternoon I'm going to take the SIM out of her iPhone 6S and put it in the Verizon iPhone 7. We'll see what happens. But I agree, Xfinity is very misleading with the BYOD device policy regarding upgrades to another BYOD phone.

 

They aren't a cellular phone company. They are a cellular service provider (granted they are piggy-backing off Verizon) so it should make no difference to them where your equipment comes from. As long as you're subscribing to their cellular service! 

 

This issue needs to me addressed immediately.

Official Employee

Re: Xfinity Mobile does not allow BYOD customers to transfer SIM to different BYOD phone.

davebaum1, currently our BYOD program only applies to new line activation. We do not officially support moving one sim to another device. However, if you swap the device and the device is officially supported via our checker (https://www.xfinity.com/mobile/byod/compatibility/device ), you can call XFINITY Mobile and request the features be provisioned and the device IMEI added to our "inventory". 

 

Ken


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Frequent Visitor

Re: Xfinity Mobile does not allow BYOD customers to transfer SIM to different BYOD phone.


@ComcastKenF wrote:

davebaum1, currently our BYOD program only applies to new line activation. We do not officially support moving one sim to another device. However, if you swap the device and the device is officially supported via our checker (https://www.xfinity.com/mobile/byod/compatibility/device ), you can call XFINITY Mobile and request the features be provisioned and the device IMEI added to our "inventory". 

 

Ken


Thank you @ComcastKenF for your speedy response. I appreciate the honesty. I understand that it's not officially supported, but you are still willing to give it a try. I will reach out to support if/when I make the change. In the event the support specialist I speak with is not as willing to work with me as you are, would it be possible to work through this change via a one-on-one message thread directly through you?

Official Employee

Re: Xfinity Mobile does not allow BYOD customers to transfer SIM to different BYOD phone.

Of course, I'm happy to stick with you until we figure something out. XFINITY Mobile support is the direct line to the permissions and tools to get the dirty work done, though (at this time). But I'll definitely stick with you and check in and leverage help whatever way I can. 


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Official Employee

Re: Xfinity Mobile does not allow BYOD customers to transfer SIM to different BYOD phone.

davebaum1, were you able to reach out to support yet? 


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Frequent Visitor

Re: Xfinity Mobile does not allow BYOD customers to transfer SIM to different BYOD phone.

So I was able to swap the SIM to the new BYOD iPhone 7 and complete a few test calls. It also said Xfinity Mobile LTE in the top corner. I did not verify the VoLTE or visual voicemail status. I haven’t contacted customer care regarding updating the IMEID in the Xfinity network. But I do intend to. Thanks for following up.
Contributor

Re: Xfinity Mobile does not allow BYOD customers to transfer SIM to different BYOD phone.

Been doing it since day 1 of service...Always Golden.

New Poster

Re: Xfinity Mobile does not allow BYOD customers to transfer SIM to different BYOD phone.

Hi, @ComcastKenF . I’m getting a similar denial . Have five lines with xfinity. Support says I can’t move sims . Moving from iPhone 6 to I phone 7s for parents
Official Employee

Re: Xfinity Mobile does not allow BYOD customers to transfer SIM to different BYOD phone.

Hi, @ComcastKenF . I’m getting a similar denial . Have five lines with xfinity. Support says I can’t move sims . Moving from iPhone 6 to I phone 7s for parents

Svishal2001, hi, are the iPhones from XFINITY Mobile or someplace else?


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Re: Xfinity Mobile does not allow BYOD customers to transfer SIM to different BYOD phone.

As a follow-up, I've been running my original SIM in a different BYOD iPhone for nearly a month now and have not had a single issue.
Official Employee

Re: Xfinity Mobile does not allow BYOD customers to transfer SIM to different BYOD phone.

As a follow-up, I've been running my original SIM in a different BYOD iPhone for nearly a month now and have not had a single issue.

davebaum1, that's great!


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Frequent Visitor

Re: Xfinity Mobile does not allow BYOD customers to transfer SIM to different BYOD phone.

They are not Xfinity Mobile iPhones. They were originally used with Verizon.
Regular Visitor

Re: Xfinity Mobile does not allow BYOD customers to transfer SIM to different BYOD phone.

Has anyone tried to do this:

 

I have a new BYOD phone. I am planning on moving the SIM from an existing BYOD phone to the new BYOD phone. I understand from this thread that the new BYOD and SIM will work but as far as Xfinity's backend is concerned the SIM (and phone number) is still tied to the old IMEI of the existing BYOD phone. However, I want to also activate a NEW Xfinity line on the existing BYOD phone with a new SIM card. Is this possible? Will Xfinity support / backend get confused because the IMEI already exists in their system? Will this prevent the activation of a new line on the existing BYOD phone? Thanks.

Frequent Visitor

Re: Xfinity Mobile does not allow BYOD customers to transfer SIM to different BYOD phone.

My best guess is no, the Xfinity back-end systems will not allow you to activate a new number on an existing BYOD device that it thinks you're still using. However, since you are technically adding an additional line, I would like to assume that the representative that assists you with that will be accommodating and allow you to make the change the correct way (i.e. swap the IMEI in the system so everything matches up correctly). Then again, this is Xfinity we're taking about, and our rational thinking doesn't always jive with theirs!
Contributor

Re: Xfinity Mobile does not allow BYOD customers to transfer SIM to different BYOD phone.


@davebaum1 wrote:
As a follow-up, I've been running my original SIM in a different BYOD iPhone for nearly a month now and have not had a single issue.

Ive been using Moto G5+ since 2017 with Xfinity Mobile. Swapped SIM from XCharge to Moto, No probs. 

Then 2019 swapped same SIM from Moto to SGS10e unlocked from BestBuy, no probs.

When I was able to BYO Samsung Galaxy I got new SIM from Xfinity and Xfinity programmed it with original phone#. Still no probs.


 

Regular Visitor

Re: Xfinity Mobile does not allow BYOD customers to transfer SIM to different BYOD phone.

@davebaum1 Thanks!

 

For what it's worth, I called Xfinity and here is what happened. I got escalated and they do say that they cannot switch IMEI-to-ICCID (SIM card ID) on phones on their backends. However, they do have a way to recover phone numbers to exising IMEIs/ICCIDs. So what I had to do was activate a new line on the new BYOD phone which gave it a new phone number. The rep then had to recover the number from the existing BYOD device onto the new IMEI/BYOD phone/ICCID. She also recovered the new phone number from the new activation on the existing BYOD phone. So I didn't have the switch SIMs on any phone. Essentially the IMEI (phone ID) stayed with the ICCID (SIM card ID) on each phone line. Only the phone numbers got moved around to accomplish what I need so I am happy.

 

I also asked her what can be done if I needed to replace an existing BYOD phone when I am not adding and activating a new line. She told me to basically call in and have them deactivate the phone/IMEI/ICCID that you are trying to switch out. Then on the new BYOD device, activate a new ICCID (SIM card) and then have them recover your number onto the new IMEI/ICCID. I haven't tried this yet but probably will in a few months when I have to replace my other phones. I would appreciate if someone that works for Xfinity can confirm if this is the recommended method for bringing a new BYOD device to replace an existing BYOD device and not cause any problems. I hope all Xfinity reps have been trained on this so I don't have to go through escalations next time I call! Thanks.

Official Employee

Re: Xfinity Mobile does not allow BYOD customers to transfer SIM to different BYOD phone.

fzlam, hey there. Not sure what you mean by "recover"-ing the number, but during this process of canceling the IMEI, ICCID, was the line deactivated as well? The only way I know of swapping a number from device to device is swapping the sim from device to device. We can update the IMEI in the system if the IMEI had been activated before with us (it is in our "inventory). So I could see that if you were swapping a number to another phone that was in our inventory and then using the original phone to activate a new BYOD line, that would be done if the IMEI was taken out of inventory. 

 

Ken


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Regular Visitor

Re: Xfinity Mobile does not allow BYOD customers to transfer SIM to different BYOD phone.

@ComcastKenF As far as I know, the original line (Phone 1) was never deactivated. We took a new BYOD phone (Phone 2) and activated it with a new SIM card which gave it a new number. Then the rep "recovered" the existing number from Phone 1 onto Phone 2. The new number that was on Phone 2 got moved to Phone 1 in the process. We did not swap SIM cards during this process.  She just swapped the phone numbers.

 

Later on, if I just want to swap out an old BYOD phone, I think what she is saying is basically do the same thing, i.e. activate a new BYOD phone with a new SIM card and then recover the existing phone number onto the new BYOD phone. Then drop the old BYOD phone/IMEI/ICCID/SIM from your inventory. No SIM swap as part of this process. Sounds like this is the way to upgrade a BYOD phones?

Official Employee

Re: Xfinity Mobile does not allow BYOD customers to transfer SIM to different BYOD phone.

Hmm, OK, I don't know that method that you're describing. I don't know a method of recovering a number without swapping the sims. Glad they were able to do that for you, though. If an XFINITY Mobile specialist was able to do that for you, I would say the best bet to have that happen again would be with XFINITY Mobile support.


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Regular Visitor

Re: Xfinity Mobile does not allow BYOD customers to transfer SIM to different BYOD phone.

I am having the same issue as well.

I had an iPhone 6 and it recently died in the swimming pool. I stopped by the Xfinity office which is nearby and talked to two employees about my issue and told them I was going to pick up a used iPhone instead of paying the high prices they wanted for new units. They actually tested my sim card in another iPhone and told me to just swap out the sim in the unit I buy and all should be good. I purchased an iPhone 7 from Swappa.com and received it today. After setting up and restoring from the last backup, I tested everything and all was well.

I logged in the Xfinity Mobile and noticed it was still reporting the old iPhone 6  that is dead. I called Xfinity support and was told I could NOT just swap sims but they would give me a new phone number. She kept asking me to move the sim back to the old iPhone and power it up. I informed her that it was DEAD and would not power up and that I did not want a new phone number as I have had it for many years and it was recorded with banks and credit cards. She said you can just call them and change it. I really wanted to tell her what she could do but I refrained. There was no cussing which is a miracle for me.

I think I will go back to Verizon on a month to month plan then see if I can switch back to Xfinity next year. Or maybe just stay with Verizon cause I can switch iPhones online in my account.

New Poster

Re: Xfinity Mobile does not allow BYOD customers to transfer SIM to different BYOD phone.

I currently have a Verizon employee account but am maxed out on lines, I have an extra Note 8 that I was thinking of byod on XMobile, but there seems to be a lot of kerfuffle with sim swaps which I do a lot as I have multiple devices.... My question is this: If I instead purchase say a 
Samsung A50 from XMobile, can I pull the sim and toss it in my Verizon Note 8? Also, can I conversely pull said sim card back out of the Note and back into the XM A50? 

Frequent Visitor

Re: Xfinity Mobile does not allow BYOD customers to transfer SIM to different BYOD phone.

IMHO, This is like a blind person leading a deaf person down a busy noisy freeway onramp in the dark. You'd think someone at Xfinity could pull their head out of their backside.

 

They need to appoint a single group of people to collect all these replies and consolidate all the data and then submit a "MEMO to all Employees " with a fix.

Until then my Google Fi is about $25 per month and works fine with my BYOP Android LG K20.

New Poster

Re: Xfinity Mobile does not allow BYOD customers to transfer SIM to different BYOD phone.

 


@davebaum1 wrote:
As a follow-up, I've been running my original SIM in a different BYOD iPhone for nearly a month now and have not had a single issue.


Out of curiousity, did you end up calling Xfinity and having them add the new IMEI  for the new BYOD iPhone to the inventory like Ken suggested? Was that a difficult endeavor? 

Regular Visitor

Re: Xfinity Mobile does not allow BYOD customers to transfer SIM to different BYOD phone.

Just ran into the same issue. Bought my new iPhone XI Pro Max from Apple, moved the SIM from my old BYOD iPhone 7 Plus to the new BYOD device. Working fine so far, but my Xfinity Mobile app still shows the old device. Sent a message via messenger ...no response. Sent a message via txt and got a reply stating they are having system issues. Used chat via a browser and spent 45 mins or so on the chat and was eventually told I need to call to be transferred to NDEL ...new device existing line. Called and was told I have to get a new line. They only allow BYOD once. No thanks! Please fix!