Wednesday, September 27th, 2023 4:51 PM

Xfinity Mobile Has Failed to Unlock the eSIM on my Iphone 14 Pro Max


I have been an Xfinity Mobile customer for just about two years. My experience with your brand has been superb until September 21, 2023. I moved my service to another cell phone carrier last week. After porting my numbers, I made certain I met all of the requirements Xfinity has set in order to have my eSIM unlocked. After 6 days and numerous frustrating call and chats (sometime 3 times a day) my eSIM has still not been unlocked. Xfinity please resolve my issue.

Has anyone else had the same issue? Has your issue been resolved? If so, can you give me some ideas on how I can resolve this issue?. I am at my wits end!!

Official Employee


1.6K Messages

2 months ago

I apologize for the delay in response @user_6ded20 . Due to account security, our options with Xfinity Mobile accounts are very limited. We're unable to perform any device or account specific requests over this platform. In order to unlock a device it has to meet certain requirements which can be found here https://www.xfinity.com/mobile/support/article/eligible-to-unlock-phone. Once those requirements are met we would need to have the account holder call our unlock team at (844) 963-0011. They will go into the account and verify all is good and they will process the unlock. 

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