Byod phone is now network locked to xfinity mobile

I brought my own device and even you guys say that it is unlocked it is not unlocked my phone says it's locked if I put a new SIM card in it won't accept it if I try to download a new e SIM card it says it won't work it is Network locked unlock it like it should be like it was before... plus it says I'm eligible for an upgrade but you won't even give me a free phone so that's just stupid.