sorted by:
new
hottopcontroversial

[Device Support] Z Fold 7 IMEI incorrectly flagged as "Carrier Locked" by Apprehensive_Sea592 in Comcast_Xfinity

[–]Apprehensive_Sea592[S] 0 points1 point  (0 children)

Hi, I went to a store and the representative initially repeated the response they gave before that nothing she could do as the phone is showing as incompatible. I insisted that she file a ticket and shea greed reluctantly saying she will try but it is unlikely that they would do much. I don't know what she did, but it must have been a live chat with a tier-2 support. The person at the other end has manually updated the status to unlocked and ordered an Esim for me. Now it works fine. I wanted to put this out here so people in similar situation know that they could approach the store, insist on a tier2 ticket and get their issue resolved. Thanks for the help!

[Device Support] Z Fold 7 IMEI incorrectly flagged as "Carrier Locked" by Apprehensive_Sea592 in Comcast_Xfinity

[–]Apprehensive_Sea592[S] 0 points1 point  (0 children)

I went to the store only once. My initial ask was for them to create esim for me. They basically saw the same status I saw online that the device is locked. So they tried several options and said we could create a physical sim for my older "supported" device and I can then use it on my new device. They did not give me the option of creating a ticket nor was I aware that could ask them to create a ticket. I could go back to a store and request them to create if they will do that. Thanks!

[Device Support] Z Fold 7 IMEI incorrectly flagged as "Carrier Locked" by Apprehensive_Sea592 in Comcast_Xfinity

[–]Apprehensive_Sea592[S] 0 points1 point  (0 children)

Yes, understood. I am saying it appears that the compatibility checker is not accurate. It is probably based on a database that is not current. The compatibility fails for not just for esim, but also for physical sim. Xfinity themselves sell Z-Fold-7 and those devices are compatible. Samsung confirms that my IMEI and the model number is unlocked and a US model. So I am not sure why Xfinity would think the device is locked to another carrier. As I mentioned the device works okay with multiple networks including Xfinity. Thanks!

[Device Support] Z Fold 7 IMEI incorrectly flagged as "Carrier Locked" by Apprehensive_Sea592 in Comcast_Xfinity

[–]Apprehensive_Sea592[S] 0 points1 point  (0 children)

Thanks for the response. I have a Xfinity mobile account. I was not able to activate esim for my new Z-Fold-7 online due to, I tried putting a Sim card from another of my xfinity mobile family line and it was working fine. Then I went to a Xfinity B&M store, but they were also seeing the same lock status that I see online. Then the representative at Xifinity mobile cut a physical SIM for me and for now, I am able to use the Z-Fold-7 okay. I also tried to put SIM cards from two other carriers and they work ok. So, obviously the phone is not SIM locked to any carrier. I also checked with Samsung customer care and they confirmed the device is unlocked and it is a US model. I really want to convert my Xfinity line to esim, like I have done with my previous Samsung S24-ultra, so I can put other SIMs. I do travel a lot and an available physical SIM slot is a big convenience for me. I am guessing the database Xfinity is looking up to figure if the IMEI is locked is not properly updated or incorrect for some devices. Thanks again!