wpaulo's profile
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Much Appreciation

Regular Contributor


98 Messages

Sun, Oct 27, 2019 9:00 AM

iPhone unlock Process

Xfinity promptly honored my unlock iPhone request and provided an email with instructions to complete the process. The phone was bought for full price in late Septmber. I turned off Find my... and erased phone and than did a restore.

I have an iMAC so I now use finder. In the past a message would state "Congradulations your phone is unlocked" . No such confirmation.  Is there a way to confirm unlock if you don't have a alternate carrier SIM?





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Official Employee


280 Messages

2 y ago

Hey wpaulo,

Thanks again for reaching out to us with your concern. When you get the opportunity send me a private message that includes the first and last name of the account holder, the account number, and the last 4 digits of the stored payment method on file. Once I authenticate your account, I’ll investigate the matter further for you.

The unlock process entails us initiating the unlock request in our system. After we submit the request, a signal goes out to the device in question and creates a Pending Unlock status. Furthermore, an email is sent out requesting that the customer visit the Apple support page for additional instructions on how to finalize the unlock request.

The iPhone will continue to show Pending Unlock, and the Device Unlock button will continue to display Unlock Requested, until the process is completed on the customer’s end. Once that process is complete, the device will reflect as unlocked in our system. I will wait for your response.

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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Regular Visitor


1 Message

2 y ago

I am coming across the same problem here. I have followed all the eligibility requirements to “unlock a device,” purchased the device In full outright, have already paid off my first full month’s bill (paid 2 days after cycle closing) and have been told I still need to wait the 50 days which is NOT clearly stated on XM’s own policy! I am traveling overseas soon and need to be able to use an international SIM card. Instead the reps have “graciously permitted” to use international roaming instead as a solution so I can pay exorbitant roaming fees?? I have tried multiple times and have yet to get any satisfactory resolution. This has been beyond frustrating and is not what I would have expected out of XM’s customer support.
I am reading that some folks have had success in getting their unlock requests honored/expedited. Is there anyone that can help me with this please??

New Poster


3 Messages

1 y ago

+1 frustrated customer


Does Xfinity really gets much roaming money by doing that?  Then it would be fraud. 

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