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SIM Lock
About a year ago, we traded our old phones for new Pixel 9 phones. We verified (https://www.xfinity.com/mobile/shop/phone/pixel-9) that the phone had dual SIM capability, like our previous phones, because we knew we had several international trips planned. We were disappointed to learn that the second SIM is locked, preventing us from using another SIM while traveling. I'm aware that Xfinity has a Global Travel Pass, but using both of our phones in France for two weeks would cost $280. We can get 15-day SIM cards that meet our needs for just $10 per phone.
I was told the phone would be unlocked if the balance was paid off (which I'd be glad to do), but this is another situation that would cost me hundreds of dollars. We got these phones for $800 each, with $550 in bill credits spread across 24 months, making our final cost $250 per phone. We've already made half of the payments, but if we pay them off now, we lose the remaining bill credits. This means paying off the phones "early" would effectively cost an additional $275 per line, or $550 total.
I understand the concern that if someone gets a phone and doesn't pay for it, you wouldn't want them to activate it elsewhere. However, I've been a customer for around 25 years, and every bill has been paid on time. Is there a way we can resolve this so my phones are unlocked? I would be glad to put the lines under contract and/or pay off the remaining amount of the phone, as long as I don't lose the bill credits.
XfinityArmand
Official Employee
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2.2K Messages
2 days ago
Thank you so much for taking the time to reach out to Xfinity Support @user_2ecqnh! We are so glad to hear from you and want to assist with your Xfinity Mobile concerns in any way that we can. No worries! You have reached out to the best team to assist in getting things squared away for you. Please feel free to shoot us a private message with your details so that we can get started.
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