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user_giv6z0
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Thursday, February 12th, 2026 7:17 PM

Device unlock

My device has been paid off. I tried to use other carrier’s SIM card, but my phone shows locked a d couldn’t 

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user_giv6z0

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3 hours ago

I’m currently travelling abroad. I couldn’t get to reach a live agent on the Xfinity app after trying many times of different questions. Can someone here help me? 

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user_giv6z0

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5 Messages

3 hours ago

Update: I've verified in my Android settings that the Network Lock Status is still 'Locked'. I have my IMEI and account info ready. Please initiate a DM so I can get the unlock code. I am currently abroad and cannot use the callback feature.

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XfinityJorge

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2.8K Messages

2 hours ago

 

user_giv6z0 Hi tthere! Thank you so much for using our Forums and we are sorry to hear you had some issues with your device not working with a new carrier. Is this still ongoing? Please make sure to check https://www.xfinity.com/support/articles/eligible-to-unlock-phone to verify that you have taken the steps to get it unlocked. 

 

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user_giv6z0

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@XfinityJorge​ yes. I meet the eligibility. But when I put in another carrier’s SIM card, it says my phone is locked and need to contact Xfinity mobile care. I tried but was stuck in the infinite loop of robot agents going no where and not helpful. 

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1 hour ago

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XfinityDuron

Official Employee

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491 Messages

Got you, thank you very much for that information. I will be more than happy to help with your issues. To begin, would you mind sending me your name and the address to your account in a Direct message?

 

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon or  https://forums.xfinity.com/direct-messaging

Click the "New message" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

- As you are typing a drop-down list appears. Select "Xfinity Support" from that list

- An "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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56 minutes ago

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user_giv6z0

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@XfinityDuron​ thank you. Just sent. 

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40 minutes ago

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