@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?
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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.
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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.
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