Visitor
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3 Messages
carrier lock needs to be removed from my phone
My iPhone is fully paid off and my number has already ported to my new carrier. I am now in SOS because the phone is still carrier locked and cannot activate the new carrier eSIM. Please escalate an immediate device unlock.
XfinityFrank
Official Employee
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2.5K Messages
2 hours ago
Hi there, @user_jtfxwm. Thanks for reaching out to us here on the Community Forum and sorry to hear about the trouble with getting your phone unlocked. If the device meets the criteria listed here : https://www.xfinity.com/support/articles/eligible-to-unlock-phone, and it still locked, we can assist.
Please send a direct message to us including your full name and complete street address.
Here's the detailed steps to direct message us:
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-An "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
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