Sim unlock

Hello, @Tammie85. Thanks for posting on our community forums. The best way to get this resolved would be to reach out to our Xfinity Mobile team directly. You can reach our awesome team by any of the following: 

- SMS Text Message: 1 (888) 936-4968

- Phone: 1 (888) 936-4968

- Chat

I know you mentioned contacting us by chat. Have you tried reaching out by phone too? 

I appreciate you trying, @Tammie85. I understand your frustration, and we'd like to help. We don't have full access to Xfinity Mobile devices to be able to unlock them from here, but we can open a ticket and reach out to our Xfinity Mobile support team for assistance. Could you please send our team a Direct Message with your name and service address? Our team can take a further look at this issue.

To send a Direct Message:

Click "Sign In" if necessary

• Click the "Direct Messaging chat" icon

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line

• Type your message in the text area near the bottom of the window

• Press Enter to send it

In general, Phones need to active with the locked carrier for them to unlock the device.  (This is true for every carrier I can think of not just Xfinity).  The real pain is if an tier 2 or 3 tech can’t unlock it for you, several people have tried reactivating the phone on a new line temporarily only to find that no one can unlock the now active device.  I believe the reason is the other requirements that Xfinity has to unlock a device, in particular the one that states that 60 days must have elapsed since the device’s activation.  I wish you the best of luck!