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Not compatible with Verizons' network?
hctagalong
Member

My original 3xl had an expanding battery so Google replaced it (purchased through Best Buy). That replacement activated, but after a handful of days wouldn't stay connected to Verizon's network (would connect for a short time, then disconnect and would keep cycling through that behavior). I visited a Verizon store and after they called tech support, it was determined that the replacement wasn't compatible with Verizon's network (the IMEI wasn't in their database -- something like that -- and nothing could be done about it).

Back to Google, they replaced the replacement with a different refurbished one. Again, activated just fine. Verizon sent an email asking to verify that the sim was moved to a different device. Went to my account and, same problem; Verizon indicates that this different device isn't compatible with the network (yet, at the moment seems to work just fine -- same as the first replacement). Sure enough, when looking at the devices on my account, this one shows up as a "null phone" and the model isn't noted.

Any suggestions? 

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Re: Not compatible with Verizons' network?
hctagalong
Member

As an update; found an old post in a Google forum that sort of points to a potential snag where Google sends an RMA device that's intended for Google Fi (findable by looking at the user agent when running a search via google). That post implied that there are 2 variants; one for Verizon and one for Google Fi. What I see is that the replacement device I received appears to be the Google variant. <sigh>

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Re: Not compatible with Verizons' network?
vzw_customer_support
Customer Support

Thank you for reaching out to us today. We definitely want to help look into this further. Please send us a Private Message so that we may help by reviewing the details in your account. 

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Re: Not compatible with Verizons' network?
hctagalong
Member

My device is working fine; appears to only be a problem when looking at the details of my devices. Given that, I'm going to leave it as-is.

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Re: Not compatible with Verizons' network?
vzw_customer_support
Customer Support

Glad to learn that the device is working the way it should be on the cellular network. Please let us know if anything changes. 

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