Xfinity says my wife's phone is unlocked but it is not

Thank you for reaching out to us @user_6xfupc! Spending more than 30 minutes with support only to continue seeing the same issue would definitely be frustrating, especially if you're being told the device is unlocked while your experience suggests otherwise.

To help narrow this down, can you tell us what specifically happens when you try to use the phone with another carrier? Are you receiving a "SIM not supported," "Network locked," or similar message, or is there a different error appearing on the device?

I put the passcode and it won’t open so add an hours and hours and hours now eight hours is gonna be