military unlock

This is an extremely frustrating process! I am an active service member that has been permanently assigned to a station with no Xfinity coverage at Fort Irwin. We frequently get deployed for weeks in “the box” where there is no Xfinity coverage. I read on Xfinity policy that “Xfinity Mobile explicitly states that if you are active-duty military, you may be eligible to unlock your phone before it is fully paid off. To qualify for this financial waiver, you must provide proof of: [1]

” EVEN IF THE PHONE HAS NOT BEEN PAID OFF. I do not want to discontinue service, I just want my device unlocked so I can add a secondary esim so that I can have coverage for safety and operational issues. I have been on the phone for many hours with multiple agents and have opened 8 tickets since August 31st and no one seems to be able to unlock my phone. I have also visited two stores, one in Elk Grove, and one at Delta Shores and no one seems to be familiar with the process or is unwilling to help. I also get told conflicting information. Can I please get some help? If Xfinity is making it so difficult to help service members use their product then why would I want to continue to use Xfinity?

Can someone please lead me to the correct person or process so I can get my device unlocked to uses a secondary e-sim because some reps are telling me that this is not possible since the phone is not paid off, but the policy states differently?

Andrew Calvert