Community Forum

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!

 

 

Tags (2)
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?
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. 

 

 

Highlighted
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


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
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. 


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
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? 


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
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?


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
Frequent Visitor

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!


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
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.