Visitor

 • 

3 Messages

10/16/2026 3:22 PM

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:

  1. Verify that the IMEI Xfinity has marked as unlocked is the exact IMEI of this physical iPhone.
  2. Verify that the unlock status has actually been properly provisioned/released on Xfinity's backend.
  3. Determine why Apple's activation system is still reporting the device as SIM locked.
  4. If necessary, have the unlock status/release re-sent or re-provisioned to Apple's activation system.
  5. 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.

Oldest First
Selected Oldest First

Official Employee

 • 

1.7K Messages

17 days 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.

Visitor

 • 

2 Messages

10 days ago

I am having same issue and going into loop with Xfinity 

Official Employee

 • 

2.8K Messages

Hi @user_81se1a can you please provide more details about what is going on and what you have tried so far? 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please mark as Best Answer.tick

Visitor

 • 

2 Messages

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.

Official Employee

 • 

2.6K Messages

 

user_81se1a I am happy to be of assistance. Can you please send us a DM? You can start by clicking the chat icon located in the top right corner of your forums' page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions. 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please mark as Best Answer.tick

Visitor

 • 

1 Message

I too have the same issues, after hours on the phone with xfinifty reps, I am told the phone lock is cleared...I currently have no cellular service because the new service esim will not work given the lock that still shows on my iphone. I need this to be escalated and resolved. 

Official Employee

 • 

2.5K Messages

@user_bv0bvk please send us a direct message, so we can assist you further. You will want to include your name and service address. To do so, click on the chat icon located at the top right of this forum's page.

 

Here are the detailed steps to direct message us:

  • Click "Sign In" if necessary
  • Click the "Direct Message” icon (upper right corner of this page)
  • Click the "Start new conversation" (pencil and paper) icon
  • Type "Xfinity Support" in the "to" line and select "Xfinity Support" from the drop-down list
  • Type your message in the text area near the bottom of the window
  • Press Enter to send your message


You can see how to send us a direct message here.

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

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please mark as Best Answer.tick
forum icon

New to the Community?

Start Here