Visitor
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2 Messages
Device confirmed unlocked/paid-off in-store, still carrier-locked on activation — original owner passed away, backend ticket open
An Xfinity retail store confirmed via IMEI lookup that the device is unlocked, fully paid off, and not reported lost/stolen/fraudulent. However, I cannot activate an eSIM from any other carrier — I’ve tried Mint Mobile, T-Mobile, and Google Fi, and all three fail with a “locked to carrier” error naming Xfinity.
I currently have an open backend ticket investigating which account this IMEI is tied to, since I was told only the original account holder can request an unlock. I’d really appreciate this being escalated to the Executive Resolutions or Corporate team, given the original account holder is deceased and the standard channels haven’t been able to move this forward.
XfinityJanelle
Official Employee
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2.3K Messages
3 hours ago
Hey @prasad5 , Thank you for visiting our official Xfinity Forums Community support page. We greatly appreciate you taking the time to reach out regarding your ticket you have opened for Xfinity mobile phones being unlocked. I will be happy to take a look at the ticket for you. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.To send a "Direct Message":
Click "Sign In" if necessary
• Click the "Direct Message chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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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