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user_bl3ijh
1st Topic

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1 Message

Wednesday, December 17th, 2025 5:07 PM

S25 ultra unlocked but locked on xfinitys end

So I bought a s25 ultra through Samsungs website during cyber Monday so I got a pretty good deal on it. I took it to Xfinity yesterday so they can upgrade one of my lines. When they ran the IMEI 1 & 2 in their system it kept saying “Device is compatible but locked”. They stated I would have to reach out to Samsung to get it unlocked. When I bought it I made sure to get the unlocked version but I messaged Samsung support anyways and they verified my device was in fact unlocked. The associate at Xfinity said he would have to submit a ticket to get it fixed but it can take 7-10 days. I can’t be the only one experiencing this, the S25 has been out almost a year. Has anyone had any issues like this?

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19 hours ago

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Jnovicki30

2 Messages

3 days ago

Having same issue as we speak.  Any solution?

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XfinityJon

Official Employee

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869 Messages

Good afternoon Jnovicki30 you have reached the right team, and we would be happy to assist you further. 

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.

 

To send a "Direct Message" to Xfinity Support:

 

Click "Sign In" if necessary

Click the "Direct Messaging" icon or  https://forums.xfinity.com/direct-messaging

Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

As you are typing a drop-down list appears. Select "Xfinity Support" from that list

An "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window and press Enter to send it.

 

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

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1 day ago

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user_0f1owg

Visitor

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1 Message

3 days ago

I am also having a similar issue with a Samsung Fold 7

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XfinityJeff

Official Employee

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483 Messages

2 days ago

Greetings @user_bl3ijh, and thanks for reaching out to us on the Xfinity forums, I hope this message finds you well. I am sorry to hear about the issues with the phone. Normally if the phone is showing locked, it would be up to the company you bought the phone through to unlock it, but we can take a look and see what we can do. I see you have already sent us a direct message, so we will work with you there.

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