BYO has a SIM lock but Xfinity CS says number is unlocked

I have an iPhone 12Pro that was a BYO to Xfinity. The phone is showing a SIM lock but Xfinity customer service says the phone is unlocked. Apple support has confirmed that the phone is showing a policy lock to Xfinity. A ticket has been submitted [Edited: "Personal Information"] but it’s been over 24hrs without resolution. This phone is in limbo until this is resolved and I need it resolved ASAP.

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XfinityJustinC

Official Employee

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2.2K Messages

2 months ago

Hello, @user_31mel8 thank you for reaching out over Xfinity Forums. I completely understand needing the device unlocked, if it wasn't able to get done previously with anything outlined here: https://www.xfinity.com/support/articles/eligible-to-unlock-phone

From experience, I know that tickets I've opened for unlock requests are worked in the order received and can take up to 7 days. Since you mentioned a ticket was opened previously, I'd like to investigate further to check on the status of the ticket you said was submitted, when you have time. Could you please send our team a direct message with your full name and full address?

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• Press Enter to send it

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user_31mel8

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4 Messages

@XfinityJustinC Sometime between my post and your response the ticket was processed and resolved.
There is something weird in your system where the front end says everything is fine when it is not. Every customer service agent I engaged over three days said everything they saw showed the phone as unlocked. They even made me call Verizon to attempt to have them solve the problem. So, whatever was done with my ticket should be shared within your solution search system because I can’t be the only one to have experienced this.

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2 months ago

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XfinityDilary

Official Employee

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3.2K Messages

user_31mel8 Thanks for your response. I just checked the ticket, and our resolution shows the device is in pending unlocked status. We also sent an email communication with some steps you need to take to complete the unlock process. The email was sent to your Yahoo account. Did you get that communication?

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2 months ago

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user_31mel8

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4 Messages

I did receive that email and there wasn’t anything for me to do. The phone was unlocked and I’ve successfully ported the number to a new service.
Although, I’ve not gotten confirmation from Xfinity saying the line was canceled yet.

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2 months ago

XfinityDilary

Official Employee

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3.2K Messages

user_31mel8 I'm glad to hear the phone has been unlocked. Our system will automatically cancel the account once the phone number is ported.

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 a reply as the Accepted Answer. tick

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2 months ago

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Customer Service

user_31mel8

BYO has a SIM lock but Xfinity CS says number is unlocked

XfinityJustinC

user_31mel8

XfinityDilary

user_31mel8

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