Unable to Unlock Fully Paid Off Device – Incorrectly Marked as BYOD

Hi,

I need help with getting my phone unlocked, as I’ve been unable to resolve this through customer support despite multiple attempts.

I purchased this phone directly from Xfinity, and it has been fully paid off, so it should be eligible for unlocking. However, every time I contact support, I’m told that my device is marked as BYOD (Bring Your Own Device), which is incorrect. Multiple tickets have been created, but they all get closed with the same response without properly reviewing my case.

Here are the key issues that may be causing confusion:

• I originally bought and used the phone at my previous address
• After moving about a year ago, I was assigned a different account number
• When I canceled my mobile service, the phone number listed in the cancellation email was different from the actual number on my device

Because of these discrepancies, I strongly believe there is an internal account or device mapping issue that is incorrectly flagging my phone as BYOD.

At this point, I am requesting a proper manual review of:

1. The device purchase history (to confirm it was sold by Xfinity)
2. The payment status (fully paid off)
3. The account linkage across my old and new account numbers
4. The correct phone number associated with the device

I would appreciate it if a moderator or someone from the advanced support team could take ownership of this case and help resolve it, as the standard support process has not been effective.

Please let me know what information you need from my side to move this forward.

Thank you.