LovedFiandPixelbutnowdisappointed
Original Poster
Nov 9, 2018

Pixel 3 XL eSIM for phone purchased through Verizon

I purchased  Pixel 3 XL from Verizon based on information listed under this link as I wanted to use physical SIM from Verzion and eSIM from Fi which per link should be possible.  https://fi.google.com/about/faq/#esim-2 .  

Now Fi support team tells me that it is not possible and I have to keep using two separate phones.  I have tried to get this resolved via email but not resolution. I even tried to escalate it to the supervisor and spent an hour on phone.  I was promised a call back with solution/suggestion but have not received any communication. I love Fi and will like to continue using it. I loved Pixel XL and would like to continue with Pixel 3 XL
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Pedat Ebediyah
Nov 14, 2018
Google (Fi) and Verizon are not only sending mixed messages, they are mixing up their inventory.  For example, I received a Verizon variant Pixel 3XL as an RMA unit because I got a crack on the screen of my original one.  The original one was a Google variant, and the replacement one was a Verizon variant.  The original one was Sim unlocked, and allowed for you to OEM unlock the bootloader (you could tick the switch in Developer options).  The RMA unit was also Sim unlocked (from Verizon) but could NOT be OEM bootloader unlocked, so I have to send it back and HOPE they don't send me another Verizon variant.   How do you know if they sent you a Verizon variant? Open up Chrome on your phone and run a Google search.  Look at the URL and contained therein will be something that reads "..client=".   If you received the CORRECT phone from Project Fi it should read "..client=ms-android-google..."    If it reads "..client=ms-android-verizon.." you received a Verizon phone that was Sim Unlocked for Google.  Project Fi should NOT be sending out Verizon phones.
Original Poster LovedFiandPixelbutnowdisappointed marked this as an answer
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Jason Chasteen
Platinum Product Expert
Dec 7, 2018
Ihor,

The Pixel 2 from Verizon did have an eSIM.  The Pixel 3 from Verizon does not have one period.  A Pixel 3 must be purchased from Google or Fi if you wish to use the eSIM.
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Arkieguy
Product Expert Alumni
System Engineer, Fi, Messages and Nest fan!
Nov 14, 2018
Dale, that is partly correct.
 
On a Google (or Fi) distributed Pixel 3, you can use either the eSim or the physical sim and can switch between them (use either one OR the other).  However, we were told by the CM that Verizon specifically had  the chip for eSim use removed from the phones they are distributing.
Platinum Product Expert Peterfield53 recommended this
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Jason Chasteen
Platinum Product Expert
Nov 9, 2018
Hello and welcome to the community,
 
A Pixel 3 purchased from Verizon does not have an eSIM.  The one's purchased from Fi or the Google store do.  A Pixel 3 purchased from Verizon will work on Fi but you will need to use a physical SIM card.
Product Expert Alumni Sethaniel68 recommended this
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Sethaniel68
Product Expert Alumni
Nov 9, 2018
Hi LovedFiandPixelbutnowdisappointed ,
 
I agree the page sounds like you should be able to use the eSIM, but Jason's correct that you can't.
 
I let the folks at Fi know about the information showing on the FAQ.
 
I hope that helps,
-Seth
Gold Product Expert GothamNY 🎮🏌🏾⛳️📚 recommended this
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All Replies (29)
Jason Chasteen
Platinum Product Expert
Recommended Answer
Nov 9, 2018
Hello and welcome to the community,
 
A Pixel 3 purchased from Verizon does not have an eSIM.  The one's purchased from Fi or the Google store do.  A Pixel 3 purchased from Verizon will work on Fi but you will need to use a physical SIM card.
Product Expert Alumni Sethaniel68 recommended this
Ihor Lifanov
Dec 7, 2018
Repeat. If device has same model number it has no changes in hardware. It could have changes in Software but not in hardware. Hardware changes lead to different model number. Google pixel 3 model is same for Google store and for Verizon.
Last edited Dec 7, 2018
Ihor Lifanov
Dec 8, 2018
Okay. People buy Pixel 3 in full price and instead of fixing of locks, you now just change FAQ which will now show the lock of eSIM? Lol that's how Google makes loyal customers. Really?
Kevin_D
Product Expert Alumni
Dec 8, 2018
@Ihor-   It was recently announced that there would be eSim support from a number of international carriers, like DT and Vodafone, and Sprint.  You'llbe able to buy eSim versions of the Pixel 3 from those carriers in coming months,

What does that tell you? It tells me that 1) there are versions of the Pixel 3 that have eSim functionality built in and versions that do not 2) that if it was simply a matter of 'unlocking' some conspiratorially hidden, pre-existing functionality, they'd throw the switch and make it available through those carriers now, rather than going through the guise of shipping new inventory.
LovedFiandPixelbutnowdisappointed
Original Poster
Dec 8, 2018
I am with Ihor. Not sure what exactly Google would achieve by having and maintaining two versions when carriers can decide whether they support it or not and when there is a physical SIM.  Also, if you do have two versions , why would you misguide customers and then not standup and support, specially if they have been with Fi for many years. 

I have renewed appreciation for iPhone. New ones from them are not only true dual SIM phones but their documentation is thousand times better than Google. From day one it showed what is possible and what  is not and who supports  what and who does not. As I said , I loved Fi and Pixel but I am so disappointed that I have made a decision to switch to iPhone. 

Only reason I even decided to post this is to avoid same disappoint for others by their misguided FAQ. I tried to get it corrected through  their phone support and it went no where. I am glad to see that FAQs now reflects the reality.
Last edited Dec 8, 2018
TnRebel
Jan 7, 2019
https://www.apkmirror.com/apk/google-inc/esim-manager/,, You can always try
Last edited Feb 8, 2019
TnRebel
Jan 7, 2019
also need a apk named carrier metrics from fi phones  to fire things up
n000b
Mar 22, 2019
Is there a way to determine (say by model number?  or perhaps on the phone box 'e-sim supported') where the pixel 3 was purchased from?   I'm looking to purchase from 3rd party and some don't have retail box.
Mike Atkins 6211
Nov 10, 2019
So let me get this straight and make sure I understand correctly.

I bought a Pixel 3XL which had been advertised as having an eSim. I had to get mine from Verizon for reasons I will not get into. Now I find out the device that I am paying a hefty price for does not have an advertised feature?????

Can some explain to me why I shouldn't feel angry and like I have been defrauded?????????? These devices are expensive am I find it appauling that I purchased something that has had an advertised feature removed......
Last edited Nov 10, 2019
Jason Chasteen
Platinum Product Expert
Nov 10, 2019
Not having an eSIM on the Verizon variant was a result of Verizon not allowing it on the devices they sold. You will have to take that up with Verizon since it has nothing to do with Fi.
Kevin_D
Product Expert Alumni
Nov 11, 2019
@Mike  this seems like something you need to take up with Verizon.   Google Fi is very clear; under What is an eSim:

"An eSIM is an embedded SIM that lets you set up your connection on screen the moment you power on your new device. With eSIM, you can set your phone up with the tap of a button—no physical SIM card required.
Google Fi is currently piloting eSIM, so the option to set up your new Pixel with eSIM appears only in Pixels (excluding Pixel 1) purchased from the Google Fi website and Google Store in the US. Simply power up your Pixel and set aside your SIM card to begin setup with Google Fi. If you would rather not use Google Fi’s eSIM, you can insert a physical SIM card at any time and set up your phone as you normally would."


So, the eSim option only appears in you have purchased a non-Pixel 1  Pixel from either the Google Fi website or the Google Store, in the US.
Last edited Nov 11, 2019
Praveen Swaraj
Nov 11, 2019
You are not alone   Spent a lot of time with support on a newly purchased pixel 3 that didnt have an add carrier menu for esim coz it’s apparently an Australian model that was sold in USA. Why do my hard earned dollars have to pay for what’s clearly poor info from an info giant like google. Google support insisted that I should buy from google store only. Not possible when the model is no longer available in google store. Go figure. I don’t have  lots of money to  just put It down to experience and move on.
Last edited Nov 11, 2019
LovedFiandPixelbutnowdisappointed
Original Poster
Nov 11, 2019
As I said I loved Fi. I was early adapter too and told many friends about it. I liked phones too but was utterly disappointed by lack of clear information on Google’s website as well as customer support. Fi customer support experts were clueless and could not confirm if the phone has eSIM or not. I even offered to send a brand new fully paid phone to Fi to have it replaced by one from their with eSIM and  was told to contact Verizon just like above as it is Verizon problem because they asked to remove it and Google FI conveniently forgot to mention that clearly on their FAQ. 

Plus these guys don’t know a first thing about customer support.

 I have already canceled my Fi account and made a switch to Apple as there is not even a comparison between their customer service and what I experienced with Google. Only reason I decided to post this is to help avoid others spending useless hours.
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