Issue with unlocking phone

I've been trying for 2 days to get my phone unlocked by xfinity so I can use my new sim card. Three chats later each tells me something different. There is no reason my phone should be locked. The latest they said was it is showing as unlocked which is wrong. It's difficult using chat but I don't have a phone to use to call them. I chatted with my new provider and they looked into it but said xfinity needs to unlock it there is nothing they can do. So, I'm stuck in limbo with no phone - which I need for work. I currently have my internet with them but as soon as the weather is better I will be looking to change that as the customer service on this issue has been horrible and I've wasted so much time. I know there are other ways to unlock the phone but not sure which is reliable and I don't want to spend money on something that should be free through xfinity. Any suggestions on what to do.