Xfinity Mobile will not let Motorola e5 play purchased from Xfinity Store back on Network

[Petrushka]

We purchased a Motorola e5 play from the Xfinity Store in July 2019 and used it on the Xfinity Mobile network. In December, we had to move to an area which Comcast/Xfinity did not have internet service. The only way to get internet at that location was to switch to T-Mobile and use the cell phone as a hotspot. Now, we have been able to move back to an area served by Comcast/Xfinity and re-started internet service with them. We just applied to re-start Xfinity Mobile and they are refusing to let the Motorola e5 play we purchased from them back on the network. They are forcing us to buy a Motorola e6 for an extra $144 (which is not welcome considering my wife just lost her job because of the Coronavirus situation).

Is there anything that can be done about this situation? I tried emailing the Office of Tom Karinshak. I got an automated reply promising a response within one business day but, of course, they have not responded.

[davdri]

They can and will. I just completed that process today. The store gave me a sim card and i called customer  service to activate. They have to bring it back as a Moto e6 play BYOD as they dont support the E5 , so it will show up right on your account. The hardest part was the wait to talk to someone. It went without a hitch. I got a new number because this will be a spare phone, not transferring a number  probably sped up the process. I hadn't used the Moto for around 8 months  and it wasn't  activated anymore.

[ComcastChrisL]

Hello Petrushka,

Thank you for posting to the forum and my apologies for my delayed reply and for the inconvenience you encountered when you initiated service with Xfinity again. Many thanks for that.

Regarding the Moto e5, davdri is correct in that the Xfinity Mobile (XM) BYOD (Bring Your Own Device) program doesn’t support the Moto e5. As of now, XM BYOD supports Apple, Samsung, and Pixel phones only.

To use a Moto device on the XM network, it needs to be purchased as a new device on a new mobile line with either a new number or a transfer from another service provider.

I’ve included the following link to a detailed overview of the XM BYOD program - https://www.xfinity.com/mobile/support/article/bring-your-own-phone-details.

Hope this helps. Let me know if there are any other questions that I may with.

Chris

P.S. To the XM Community - In case your post has gone unaddressed, please note that you can always reach out directly to any Official Comcast Employee by clicking on the Employee name and from the profile page select the blue ‘send a message’ button.