Published on October 10, 2019
Xfinity Mobile claimed my phone will work on their network. It is a Samsung Galaxy S9+, a phone Xfinity Mobile lists in their store. My model is SM-G965U1, a factory unlocked phone. The Xfinity Mobile website says all o need is an unlocked phone. The salesman looked at the IMEI number on 2 separate occasions. Their first time was before activation of the other phones on my account and I was told it wouldn’t work until the master phone was added. The second time was when we were activating all the phones. I was then told that my old provider, T-Mobile, locked my phone. I went to T-Mobile and they said they did not lock it and I should ask Samsung. Samsung said the phone is unable to be locked by any network. They also confirmed the phone is 4G LTE capable. The third time I went to Xfinity Mobile I was told my phone was not eligible because T-Mobile uses 3G, despite me using a 4G LTE plan.
What would you like the company to do to fix the problem? (optional)
I either want them to let me use my phone, or give me an equal phone to use on their network.