Repeated Failure to Unlock Eligible iPhones – Request for Immediate Resolution

Dear Xfinity Mobile Support,

I am contacting you regarding three BYOD iPhones on my Xfinity Mobile account that I need unlocked. These include my current device, my wife’s device, and my previous iPhone. All phones are fully paid, have been active on your network well beyond 60 days, and my account is current with no past-due balance. None of the devices have been reported lost, stolen, or subject to fraud.

Despite meeting all of Xfinity’s unlock policy requirements, I recently received an email stating an unlock request could not be completed, without any explanation.

Over the past two months, I have contacted Xfinity support multiple times — by phone and through chat — and have provided all requested information each time (IMEI numbers, phone numbers, etc.). I have been repeatedly assured that the devices would be unlocked or that the cases were being escalated. Yet none of the phones have been unlocked, and they still do not show “No SIM restrictions” under Carrier Lock.

At this point, I need either:

1. The devices unlocked promptly, or
2. A clear and reasonable explanation as to why they cannot be unlocked.

Please contact me so I can provide the IMEI numbers again and resolve this issue.

Thank you for your attention.