Xfinity Galaxy S20 still carrier locked and requesting Network Unlock Code

I have a 2020 Samsung Galaxy S20 that originally came from Xfinity Mobile. The phone works normally with an Xfinity physical SIM.

However, when I insert a known-working US Mobile SIM, the handset immediately displays:

“Network lock. Enter network unlock code. Your phone isn’t allowed to use this SIM card.”

Xfinity’s own support article explains that for older Android phones, Xfinity provides a Network Unlock Code and that after inserting another carrier’s SIM, the phone will prompt for that code. This is exactly what this S20 is doing.

https://www.xfinity.com/support/articles/eligible-to-unlock-phone

I have now spent considerable time with multiple Xfinity Mobile chat agents (3-4 hours). Their backend apparently shows the device as “unlocked,” but the handset itself is plainly still carrier locked. One agent provided PUK1 and PUK2 codes, but those are SIM-security codes and are not the Network Unlock Code requested by the handset.

There is also a recent Xfinity Community case with essentially the same issue: agents said the device showed as unlocked, but the handset still requested a network unlock code. The customer ultimately reported that Xfinity sent the code and the phone was unlocked.

https://forums.xfinity.com/conversations/network/network-unlock-code/69e464ad8d70f67d06510042

Support has since told me to contact Samsung or visit an Xfinity store because their system shows no lock. That does not resolve the discrepancy between Xfinity’s backend status and the actual carrier lock on this Xfinity-originated device.

I am requesting help from the Xfinity Mobile device-unlock/escalation team to obtain the actual Network Unlock Code for this Galaxy S20.

I can provide the IMEI and account information privately to an Official Xfinity Employee.