S26 ultra won't connect to mobile network

I upgraded to an unlocked Galaxy S26 ultra purchased directly from Samsung but I can't connect to the Xfinity mobile network. When trying add it on the Xfinity app it says that my phone is locked to another carrier. It was never connected to a different carrier. When trying to add eSIM from my old phone it won't let me select the Xfinity network.

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user_l3oi42

Visitor

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1 Message

1 day ago

Same issue here and super annoying. cannot even reach out to xfinity associate. so disappointing.

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XfinityEricB

Official Employee

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3.1K Messages

11 hours ago

user_dpsbql Thanks for reaching out about your issue connecting your new phone to our Network that was purchased from Samsung directly. I can certainly use our IMEI checker for the device to see what message we get for using the device, but it may come up with the same message. Did Samsung confirm the phone they gave you was never used before on another carriers network, or preset for a carrier before selling? Let me see what I get when running the check for the device.

Can you send us a direct message with your full name, name of account holder (if different), and service address please?

To send a "Direct Message" to Xfinity Support:

Click "Sign In" If necessary

Click the "Direct Messaging" icon (speech bubble)

Click the "New message" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person".

Instead, type "Xfinity Support" there

As you are typing a drop-down list appears. Select "Xfinity Support" from that list

An "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window

Press Enter to send it

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Network

user_dpsbql

S26 ultra won't connect to mobile network

user_l3oi42

XfinityEricB

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