Xfinity Support

Hello, I need assistance with an unresolved iPhone carrier-unlock issue.

Xfinity Mobile representatives have confirmed that my device shows as unlocked in your system. However, the actual iPhone still displays Settings → General → About → Carrier Lock: SIM Locked.

I understand that the device appears unlocked in your system, but the phone itself remains carrier-locked. I need help resolving this discrepancy rather than repeating the standard eligibility check.

Could you please:

1. Verify that the IMEI marked as unlocked matches my physical iPhone.

2. Confirm that the actual carrier-unlock request was completed, rather than the device simply being marked as unlocked in Xfinity's internal records.

3. Investigate whether the unlock was successfully provisioned to Apple's activation system.

4. Escalate this to the appropriate device-unlock or backend provisioning team if the unlock status has not propagated correctly.

5. Provide a case or escalation reference number so I can track the investigation.

If necessary, please have the appropriate team resubmit or correct the carrier-unlock request through the proper process.

I can provide my IMEI and account details privately. I would appreciate confirmation of the escalation and the next steps needed to get the iPhone to display "No SIM restrictions."

See other forum as this is a reoccurring instance

https://forums.xfinity.com/conversations/customer-service/xfinity-says-iphone-is-unlocked-but-iphone-still-shows-sim-locked-need-backend-escalation/6a9f6a2bcd56d5a37cc501e7?commentId=6aea111081a26211aca927cd&replyId=6aea122e81a26211aca932b4

Thank you.