Device needs to be manually added?

I have confirmed on my device physically, through my previous carrier, and through installing Esims from other carriers that my device is unlocked but in Xfinity's system it shows my device is not unlocked. I was told it may have to be manually added IMEI wise but customer support isn't any help. I'm trying to activate before I lose the "line on us" promo.

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XfinityThomasB

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2.5K Messages

13 days ago

user_jldpqv There is traditionally not an option to manually add an IMEI id. I have included the IMEI check here below, and that would be the system that is used to authenticate the ability to migrate a device to our network. If you are showing the device is not unlocked, you would need to circle back with original provider to further investigate.

https://www.xfinity.com/mobile/byod/compatibility/imei

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user_jldpqv

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@XfinityThomasB It shows incompatible but the sim card I received from Xfinity works just fine in the phone. I've always had issues using unlocked T-Mobile phones with Xfinity. There was once a way that could submit a ticket but I guess that's no longer an option.

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13 days ago

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XfinityBradM

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Correct! The phones need to pass our compatibility checks before we can move it onto our network. What has T-Mobile said about getting the phone listed as unlocked after it has not passed our check?

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13 days ago

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user_jldpqv

Device needs to be manually added?

XfinityThomasB

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