Visitor
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3 Messages
Assurant Replacement Phone Still Carrier Locked — Xfinity Says Unlocked
I need help escalating an Xfinity Mobile device-unlock issue involving an Assurant replacement phone.
My original device was unlocked. Assurant subsequently provided me with a replacement Galaxy S24 Ultra, and the replacement device was carrier locked to Xfinity.
I have already contacted Xfinity multiple times. Xfinity has told me that the replacement device's IMEI was linked correctly and that the carrier lock was removed.
However, the actual phone still says “Network lock status: LOCKED.” When I insert a SIM from another carrier, the phone also displays “Device is locked.”
So there is a clear discrepancy between what Xfinity's system is reporting and what the physical handset is reporting.
This is not a standard eligibility question. I am asking for help with a device-level unlock/provisioning failure.
I need Xfinity Support to please:
Verify the unlock status of IMEI 1 and IMEI 2 separately.
Verify that the unlock was actually successfully provisioned to the replacement handset.
Determine why the handset still reports Network Lock Status: LOCKED.
Escalate this to the appropriate Xfinity Mobile device-unlock/escalations team if frontline support cannot correct it.
If the replacement device cannot be properly unlocked, provide a resolution for the incorrectly locked Assurant replacement.
I have screenshots showing the handset's Network Lock Status: LOCKED, the Samsung carrier configuration, and the “Device is locked” message when another carrier SIM is inserted.
I have already gone through multiple support contacts and do not want another standard eligibility check or another generic unlock request that simply gets closed without changing the device's actual lock status.
Can an official Xfinity Support representative please review this case and invite me to Direct Message so I can provide the account and device information privately?
Thank you.
doubleespresso315
Visitor
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3 Messages
9 hours ago
I need assistance from an Xfinity Mobile representative with an unresolved device-unlock issue that frontline support has been unable to correct.
This phone is an Assurant replacement device. My original device was already unlocked, but the replacement device I received was carrier locked to Xfinity.
Xfinity has since told me that the replacement device's IMEI was properly linked and that the carrier lock was removed.
However, that is not what the device itself is reporting.
On the Samsung Galaxy S24 Ultra, I can go directly into the phone's Network Unlock settings and it currently shows:
Network Lock Status: LOCKED
When I insert a SIM from another carrier, the phone also displays:
“Device is locked.”
So there is a clear discrepancy between Xfinity's records and the actual network-lock status of the handset.
I have already contacted Xfinity multiple times and have repeatedly been told that everything has been completed on Xfinity's side. I am not asking for another routine eligibility check. I need someone to investigate why the actual device remains network locked after Xfinity says the IMEI has been unlocked.
Please have an official Xfinity Support representative review this and, if necessary, escalate it to the Xfinity Mobile device-unlock/escalations or Executive Resolution team.
I specifically need someone to verify:
• IMEI 1 and IMEI 2 separately
• The actual unlock/provisioning status associated with each IMEI
• Whether the unlock command was successfully applied to the handset
• Why the Samsung device continues to report Network Lock Status: LOCKED
• Whether this replacement device needs to be re-provisioned or replaced with an unlocked device
I can provide screenshots of the Network Lock Status, the device information, and the “Device is locked” message privately.
Could an official Xfinity Support representative please pick up this case and invite me to Direct Message so I can provide the account and device information securely?
Thank you.
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