U

Visitor

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2 Messages

Monday, May 12th, 2025 8:07 PM

IMEI not compatible - Samsung S23 Ultra(International purchased)

I have a Samsung S23 Ultra which I had purchased internationally and wanted to port my number to Xfinity, but the Xfinity website and customer service says that the phone is not compatible. I am currently on Verizon Wireless and works perfectly fine. Could someone help add on this regard? Can an IMEI be added to the database so that it would be compatible.

Official Employee

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1.3K Messages

9 days ago

 

user_6mi71l I'm sorry to hear that you're new phone is giving you some trouble with our network. Have you checked the compatibility website to see if the IMEI registers there?

 

Visitor

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2 Messages

Yes! like I mentioned above, the website says its not compatible, but it works on my current network provider which is Verizon Wireless.

Official Employee

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2.2K Messages

 

user_6mi71l There could be several reasons, primarily related to technology, frequency bands, and device restrictions. There would not be an option to add a device to a list to update that it is compatible.

 

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New Poster

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4 Messages

8 days ago

Not to hijack this thread, but I don't think this is the right answer. 

I'm having the same issue with a Motorola phone Moto G Stylus 2025 that I just purchased directly from Motorola. It's the 256 gig that is not available on Xfinity, but Xfinity does sell the 128 gb version of the exact same phone. The IMEI works on Verizon's IMEI checker but not on Xfinity's. After a lengthy try both in text chat(terrible UI, BTW) and over voice, I was told to contact Motorola to see about having the IMEI released/made available to Xfinity. 45 minutes later with no luck there, Moto advised me to contact Verizon, which was closed by the time I got to trying last night, but I doubt I would get anywhere with them either, they have no skin in the game, aside from enticing me to switch to them instead. This phone is compatible with every North American Wireless carrier except 3. Ting, Republic Wireless, and Xfinity. 

"There could be several reasons, primarily related to technology, frequency bands, and device restrictions. There would not be an option to add a device to a list to update that it is compatible."

To me, the issue is not in technology (this model was only released less than a month ago), it's not in frequency bands (works on Verizon and EVERY OTHER carrier except 3). Device restrictions? How about carrier restrictions? Because I didn't buy it thru Xfinity, or the fact that it's larger storage space maybe is why they're not supporting it? Or maybe Xfinity made a [Edited: Language] deal with Verizon not to impede on their market? I dunno. I thought it was simply that because the model is so new, maybe they just haven't imported all of the IMEI's over into whatever database Xfinity is using for IMEI compatibility checking is outdated. 

It's time for a new phone. My 2 year old phone is crashing constantly, but the selection of Xfinity phones is very slim. Adding that I need 256 GB and an SD Card slot brings the list down to 0. Having Xfinity as my mobile provider has saved me a bit of money, but it now feels very limiting and low budget, especially if I can't get the specs in a phone that I need. 

And no I don't need a new Samsung A36 with lesser specs than my current phone (A53 5G, which was less than the FE20 I had previously) that the last guy in chat offered my like Vanna White showing off the "amazing details" of this phone, at the awesome price of FREE as long as I signed up for a 4th line - that I don't need! I laughed at him. I feel utterly insulted. 

I'm very much open to any suggestions that can help get this new phone working with Xfinity. I might also point out this link on your very own forums of a different Motorola phone that did not pass IMEI check, but works perfectly with a sim. https://forums.xfinity.com/conversations/plan/imei-puzzlement/64a2dafc6059bc2b7f1bf4f5

Who do I need to contact to get Xfinity to update their IMEI database? or "release" this 256 gb model's IMEI...

I will be contacting Xfinity to see about getting a SIM sent to me to try as this new phone does accept a physical SIM card. 

I like the new phone. I've already gotten the case and screen protector. I'd hate to return all of that. If I can't get this phone to work on Xfinity, I'll be BYOD'ing my 3 lines to another carrier that will happily take us. 

(edited)

New Poster

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4 Messages

Went to the local Xfinity store to get a sim card. Realized I already had a sim card in my old phone (and that I'm also an idiot), plugged it into the new phone, it works. 

This should be part of the trouble shooting when someone is replacing an existing phone with a BYOD to try the SIM card from the old phone, if one exists. Instead, several hours were wasted trying to get a phone that I knew would work into Xfinity's service with Xfi people telling me it would not based on their outdated IMEI database. 

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