Visitor
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2 Messages
Xfinity says iPhone is unlocked, but iPhone still shows "SIM LOCKED"
I am having the exact same issue others have had (Thank you user_3aface):
I need escalation assistance to resolve a carrier-unlock discrepancy with an iPhone that was previously used on Xfinity Mobile. Xfinity Mobile has already confirmed that the device shows as UNLOCKED in Xfinity's systems. However, the actual iPhone still reports that it is carrier locked.
- The iPhone was previously activated and used on Xfinity Mobile – for years.
- The device is paid in full.
- The device is not lost or stolen.
- I am a current Xfinity customer.
- The phone is not currently in use on my Xfinity account.
- The IMEI currently shows as unlocked in Xfinity's system, according to Xfinity Mobile representatives.
- On the physical iPhone, under Settings → General → About → Carrier Lock, it still says "SIM Locked."
What has happened so far
I contacted Xfinity Mobile customer service. The representative checked the device/IMEI in Xfinity's system and told me that the phone is already showing as unlocked on Xfinity's end. I understand that Xfinity's system says the phone is unlocked. That is not the issue I am trying to resolve. The problem is that Apple's activation/carrier-lock status has apparently not been updated, because the actual iPhone continues to report:
Carrier Lock: SIM Locked
I have therefore been caught in a loop where Xfinity tells me the phone is unlocked, while the phone itself says that it is still locked.
What I need
I am not asking for another basic eligibility check or for someone to simply submit another standard unlock request.
I need this escalated to the Xfinity Mobile team that handles device provisioning/unlock synchronization with Apple's activation system.
Specifically, I need someone to:
- Verify that the IMEI Xfinity has marked as unlocked is the exact IMEI of this physical iPhone.
- Verify that the unlock status has actually been properly provisioned/released on Xfinity's backend.
- Determine why Apple's activation system is still reporting the device as SIM locked.
- If necessary, have the unlock status/release re-sent or re-provisioned to Apple's activation system.
- Escalate to the appropriate backend/device-unlock team if this cannot be resolved at the Community Specialist level.
I am happy to provide the IMEI privately through the appropriate Xfinity channel. I do not want to post the IMEI publicly.
I would also appreciate it if the case could be handled as a device-unlock/backend provisioning issue, rather than being directed back to general customer service. I have already spent considerable time with customer service and have been told: "The phone shows unlocked in our system." I understand that answer, but it does not resolve the discrepancy.
The phone still says SIM Locked.
If an Xfinity Community Specialist or someone from Xfinity Mobile's escalation team can investigate why the Xfinity unlock status is not reflected on the actual iPhone/Apple activation system, I would greatly appreciate it.



XfinityBradM
Official Employee
•
1.6K Messages
37 minutes ago
@user_46693f Thank you for reaching out and providing all of the troubleshooting steps you've taken from your end. I will continue the conversation with you in the DM you've already sent. Please also note that sending unsolicited direct messages to myself or any other user is a direct violation of our forum guidelines. You must first create a Public post requesting assistance, and once a Comcast verified employee responds and asks for a direct message to be sent, you can then proceed with doing so.
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