Visitor
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1 Message
Escalation Request – Samsung Galaxy S25 Still Showing as Locked After Unlock Confirmation
Dear Xfinity Executive Customer Relations Team,
I am writing to request assistance in escalating an issue regarding the unlock status of my Samsung Galaxy S25.
My device has been fully paid off, and my account is in good standing. I have contacted Xfinity Mobile support multiple times regarding this issue, and I have been informed that the device has already been unlocked. However, the phone continues to indicate that it is still locked.
The information associated with the device is as follows:
- Device: Samsung Galaxy S25 (128 GB)
- Phone number: [Edited: "Personal Information"]
- IMEI: [Edited: "Personal Information"]
- Account number: [Edited: "Personal Information"]
I also received the following email from Xfinity confirming that the unlock process had been completed:
Response to your [Edited: "Personal Information"] - XM Unlocks
"We received your request to unlock your Xfinity Mobile phone and have completed our part of the process. If your phone is asking you to enter an unlock code, it will be listed below.
Unlock Code: N/A
Unfreeze Code: N/A"
Despite this confirmation, the device still reports that it is locked. Because I have already attempted to resolve this matter through regular customer support channels, I would appreciate having this issue escalated to the appropriate technical team so that the device status can be corrected on the network side.
Please let me know whether you require any additional information, screenshots, or diagnostic information from the device.
Thank you for your assistance.
Sincerely,
[Edited: "Personal Information"]
Phone: [Edited: "Personal Information"]
Account Number: [Edited: "Personal Information"]
IMEI: [Edited: "Personal Information"]
XfinityJustinC
Official Employee
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2.5K Messages
3 hours ago
Hello, @nikolas187 thank you for reaching out over Xfinity Forums. I completely understand wanting to get the device unlocked, and appreciate all the information you've provided. With being new to Xfinity Forums I understand not being familiar with the processes.
While we can certainly appreciate your desire to receive immediate assistance with your issue, please be mindful that sending unsolicited Direct Messages to an Official Employee of the Xfinity Community Forum is a violation of Forum Guidelines. In the future we ask that you please find the most appropriate public board for your question type and post it there. If needed, we may invite you to send us a Direct Message.
For security purposes we also ask that you don't share sensitive information in the public post, we'd ask for that information once in a direct message. I know you had mentioned receiving the code via email and had the device is stating still locked. Reviewing this helpful device unlock article I see there are some additional steps to take after entering the code: https://www.xfinity.com/support/articles/eligible-to-unlock-phone
When checking the status after entering the unlock code, are you doing these steps:
- Restart your phone.
- Put in a SIM card from another provider.
- Go to the Home screen. Look for the "Phone Locked" message.
- Make sure your phone is connected to cellular data or WiFi.
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