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user_azg4ip
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2 Messages

11/09/2026 4:06 PM

Unlock a Phone

My Iphone 17 pro max purchased November 2025 at Valley River Xfinity store was locked up due to a faulty update in August 2026 * The store was unable to help ! I paid off the phone and purchased a new phone ... (I use my phone for work) ... I sent the phone back to Apple. It was fixed. I sold the original phone. The person who bought it realized it was still "Carrier locked" .... I've been to the store, called numerous times with no help... I need the phone unlocked ASAP !!! 

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21 minutes ago

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XfinityJustinM

Official Employee

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1.2K Messages

59 minutes ago

Hi @user_azg4ip, 

Thank you for making us aware of this issue. It seems like something that may occur after repairs are done. Has the new purchaser of the phone attempted to reset the network settings on the device? This can be done by going to settings > General > Transfer or Reset iPhone > Reset > Reset Network Settings. 

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user_azg4ip

Visitor

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2 Messages

I will have the person who bought it try this hopefully this works cause I’ve tried everything and on another note on my app it still has my old phone as what’s on there and not my new phone which is kind of confusing

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32 minutes ago

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XfinityJustinM

Official Employee

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1.2K Messages

Please circle back to let us know of the results! 

As for your other issue, I experienced something similar. The Xfinity mobile team was able to properly align my current device. We can reach out to them for help on this, just send our team a direct message with your full name and service address.

How to Send Us a Direct Message:

1.  Click "Sign In" if necessary.

2.  Click the "Direct Messaging" icon.

3.  Click the "Start new conversation" (pencil and paper) icon.

4.  In the "To:" line, type "Xfinity Support".

5.  As you type, a drop-down list will appear. Select "Xfinity Support" from that list.

6.  A "Xfinity Support" graphic will replace the "To:" line.

7.  Type your message in the text area near the bottom of the window.

8.  Press Enter to send it.
 

How to: Direct messaging within the forum | Xfinity Community Forum

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21 minutes ago

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