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tardx
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Thursday, May 1st, 2025 6:48 PM

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Carrier lock

I bought an iPhone 16 Pro Max and took advantage of a trade-in deal that gave me $500 back over 2 years for my old iPhone 11. What was not made clear by the salesperson was that it is carrier-locked, preventing me using an e-sim for my upcoming European travel. I can pay off the balance to get it unlocked, but I’d lose the $500 trade-in value. This severe limitation in use should be made explicit at the point of sale, and I call Xfinity’s failure to do so a deceptive sales practice. The sales process should include a requirement that the carrier lock for 24 months should be explicitly explained - and probably acknowledged by a signature from the customer. 

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1 year ago

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XfinityGabriel

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1 year ago

tardx, Hi there! Thanks for reaching out. I can understand the importance of being able to make international calls while traveling to Europe. I know I would want to do the same if I were traveling too. I am sorry to learn about this experience. We will certainly pass along this valuable feedback. Here is a great link to see more details on using Xfinity Mobile when traveling internationally. When did you buy the new phone?

 

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tardx

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I bought the phone my local Xfinity store on 4/10/25. I know about the $10/day international plan but this is way more expensive than a local e-sim

1 year ago

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XfinityMatthew

Official Employee

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2K Messages

The $10/day option would apply if you decide to use the global travel pass option. If you do plan on limiting the amount of time using the phone not on Wi-Fi our alternative option is the pay as you go to pay for calls and texts. You can view the rates by country here https://www.xfinity.com/mobile/my-account/international . But I will say the $10/day is the cheaper option if you plan on using data or web browsing frequently. We will certainly forward your feedback on to our mobile team regarding disclosing that a phone must be unlocked to use internationally. 

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1 year ago

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tardx

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1 year ago

My main feedback is that the lock must be clearly disclosed at the point of sale. Failure to do so constitutes deceptive sales practice. 

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XfinityMatthew

Official Employee

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2K Messages

We will forward this feedback on to the mobile marketing group. I apologize this wasn't directly disclosed at the point of sale. Did you happen to bring up your upcoming travel to the salesperson you were working with?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please mark as Best Answer.tick

1 year ago

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