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user_dj4t9w
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6 Messages

Wednesday, July 1st, 2026 2:18 AM

Phone says locked by carrier and phone is paid

I purchased two phones through Rexi when I was an employee and they are paid for and should be unlocked. I called and the agent said the phones are unlocked, but the actual phones say locked by carrier. The agent said I needed to contact HR, but again I dod not work for the company. How can I get the phones unlocked?

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2 hours ago

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XfinityChelseaB

Official Employee

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2.4K Messages

10 days ago

 

user_dj4t9w Thank you so much for reaching out for help with unlocking your Xfinity mobile phones. You can check out our unlock policy here. For unlock requests, you would need to be the account owner or account manager on the original account they were purchased under. If purchased from a reputable reseller, I would recommend returning the devices unless they are able to put you in contact with the previous owner. 

 

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user_dj4t9w

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6 Messages

I am the Account Holder

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5 days ago

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user_dj4t9w

Visitor

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6 Messages

The company used was Rexi, which is a company you allowed employees to use to buy phones.

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5 days ago

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XfinityDilary

Official Employee

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3.5K Messages

user_dj4t9w. Are the phones currently active on an Xfinity Mobile account? 

 

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 as Best Answer.tick

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3 days ago

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user_dj4t9w

Visitor

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6 Messages

Yes they are active on the account

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3 days ago

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XfinityDilary

Official Employee

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3.5K Messages

Thanks for clarifying, user_dj4t9w.! We can help with your unlock request. Could you please send our team a Direct Message with your name and service address? Our team can take a further look at this issue. 

 

To send a Direct Message:

Click "Sign In" if necessary

• Click the "Direct Messaging chat" icon

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that appears. The "Xfinity Support" graphic replaces the "To:" line

• Type your message in the text area near the bottom of the window

• Press Enter to send it

 

For an example of how to send us a direct message, check out this link:

https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

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 as Best Answer.tick

Like

Reply

3 days ago

0

prasad5

Visitor

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2 Messages

2 hours ago

Same issue with my Pixel 10 Pro Fold

Have you got your phones unlocked yet?

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