Gifted a Phone - Account Holder requested unlock on 6/28 - Still locked! HELP!

Please for the love of all things, please don't tell me I have to be the account holder.

This was an iPhone 13 purchased and paid IN FULL years ago but never unlocked.

The owner (my uncle) upgraded to the iPhone 16 and they still failed to unlock the iPhone 13 when transferring him to his new phone.

Now we are over 72 hours after the request to unlock was placed and no one will give me a status on why the phone is still locked because I am not the account holder. This phone is now legally mine, it is no longer is attached to any Xfinity services, and I just want to know when I can finally set this phone up with my carrier.

For the love, can someone PLEASE just check the IMEI or something and tell me why this phone is not unlocked.

Responses

Oldest First

Selected Oldest First

XfinityThomasA

Official Employee

•

2.7K Messages

2 months ago

Hello, and thank you for joining the Xfinity Forums community, kristin172429 - You've reached the right place for help with all things Xfinity! If you're looking to unlock your Xfinity Mobile phone so you can use it with another wireless carrier, we’re here to help. In most cases, your phone will be automatically unlocked within 48 hours of being fully paid off—no extra steps needed.

To make sure everything goes smoothly, here are a few important requirements to keep in mind:

Your phone must have been activated for at least 60 days.
Your Xfinity Mobile account must be in good standing, with no past-due balance.
The phone must not be reported as lost, stolen, or involved in any fraudulent activity.
If you believe you've met all of these requirements but your phone is still locked, please don’t hesitate to reach out to the Xfinity Assistant—we’re happy to look into it for you.

A few more things to note:

We’re unable to unlock phones for international travel unless all the above criteria are met.
Only the account holder, Primary user, or a Manager on the original Xfinity Mobile account can request an unlock.

For Apple-specific devices, once your phone meets all the unlock requirements, you can visit Apple Support for the final steps.

2

0

kristin172429

New Poster

•

4 Messages

Pretty please re-read my post. I am not the original account holder. That was my uncle. He requested the unlock and gave us the phone. That was 6/28. The phone is still not showing as unlocked.

I now have the phone and am stuck because no one will tell me if the unlock is still in process or if there is an issue.

Also, please don’t tell me I have to have my uncle contact you. He already did his part. The man is 77 with terminal cancer. I really sing want bug him with this. He was incredibly frustrated the first time know the Xfinity store didn’t wipe his old phone and they left it locked.

Like

Reply

2 months ago

0

XfinityJustinC

Official Employee

•

1.6K Messages

@kristin172429 I understand where you're coming from, and sorry to hear of your uncle's medical situation. I did want to assure you that the information you have provided has been reviewed. Due to account security we're only able to do account specific requests such as a Xfinity Mobile device unlock for The Primary user or account holder, Managers, and authorized users. If you're an authorized user or manager on the account, please let me know.

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

Like

Reply

2 months ago

0

Devices

kristin172429

Gifted a Phone - Account Holder requested unlock on 6/28 - Still locked! HELP!

XfinityThomasA

kristin172429

XfinityJustinC

New to the Community?