Frustrated Loyal Customer: Misleading Information About eSIM Use and Unjustified Lock on My New iPhone

I’ve been with Xfinity for over 12 years, and recently, when purchasing my new iPhone 16 Pro, I specifically asked about using the second eSIM port. The sales agent at the Xfinity store informed me that after a 60-day lock-in period from the purchase date, I’d be able to access the second eSIM port while traveling abroad. My spouse and I travel frequently for extended periods and rely on local eSIMs for phone and data services, which is the most convenient option for us. This was a key consideration when we decided to take advantage of the 24-month trade-in phone credit and carrier promotion.

However, two and a half months later—well past the 60-day lock-in period—I’m abroad and unable to use the second eSIM port for a local eSIM because my phone is still locked. After hours of trying to reach customer support, I was told to visit a store. My spouse, who was still in the U.S., went to a store, only to be informed that the phones cannot be unlocked unless I pay off the remaining balance. When I asked if paying off the balance would unlock the phones, they confirmed that it would, but I would lose all future credits, including the trade-in promotion. This seems unfair. Had I known this, I would have purchased the phone directly from Apple (unlocked), even if the trade-in value for my old phone was slightly less. At least I would have an unlocked phone with no restrictions on using the second eSIM.

I was initially excited to switch to new phones with Xfinity, believing it would be a great deal and that Xfinity would remain our long-term provider for both mobile and home internet services. Now, I’m left frustrated and disillusioned. The misinformation and poor customer service have been overwhelming, and I’ve spent hours trying to resolve this issue. Why does Xfinity lock eSIMs for customers, especially in a world of global travel? Why are employees either misinformed or misleading customers during the sales process? I hope Xfinity can address what seems to be deceptive practices—misleading me into a contract that restricts the use of the second eSIM for 24 months, which was never clearly communicated. This is not something an international family like ours would have ever agreed to.

There are likely many such situations where people need to use both eSIM ports—such as one for their personal (primary) Xfinity line and the other for work with a different carrier. I strongly recommend that Xfinity remove the phone lock for the second eSIM port. Doing so would not only enhance customer satisfaction but also help grow the customer base, creating a win-win for Xfinity.