Community Forum

Unlock for a BYOD gifted Iphone 11 Pro

thesaneguy
Regular Visitor

Unlock for a BYOD gifted Iphone 11 Pro

I received an Iphone 11 Pro device (locked to xfinity mobile) as a gift and its locked right now . I added the device to my account as BYOD as anyone would for starting service. How would I be able to unlock this phone when I want to travel internationally and use the phone there ?  The phone is fully paid off as far as I know.

DaveO3
Problem Solver

Re: Unlock for a BYOD gifted Iphone 11 Pro

Go to Support in the Xfinity Mobile App, or in XfinityMobile.com and type in Unlock, or International, or whatever.
thesaneguy
Regular Visitor

Re: Unlock for a BYOD gifted Iphone 11 Pro

I did and also chatted with a rep and got a response saying - we want the original purchaser to contact. The issue is I cant do that as they are already outside the country.The device is paid off so why cant they simply unlock it?
ComcastChrisL
Official Employee

Re: Unlock for a BYOD gifted Iphone 11 Pro

Hello thesaneguy,


Thank you for touching base with us through the forum and bringing this to our attention. I will be more than glad to help in this matter. Per industry standard, devices are not unlocked unless they are fully paid off. Verifying that the device is fully paid for would be the first order of business.


Additionally, and per policy, on devices that are fully paid off, the customer also needs to make the payment on their first billing statement for the device in question. If your device is fully paid for, waiting for and paying your first month of service may be creating the delay in unlocking the device.


If you would like, I can investigate the matter further. You can send me a private message by clicking on my name ‘ComcastChrisL’ and then click on ‘send message’. Please include the first and last name of the account holder, the account number, and the last 4 digits of the stored payment method on file. Finally, please included the IMEI of the iPhone 11 Pro.


I am an Official Comcast Employee.
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thesaneguy
Regular Visitor

Re: Unlock for a BYOD gifted Iphone 11 Pro

Ah! Thanks for the response Chris. I guess they never activated the service then . I am activating it tomorrow as a BYOD on my account. I have also read somewhere that a xfinity mobile device only works on another account if its fully paid off, is that true? In any case will send the details to you to check for unlock as I guess the chat reps have no clue on how to do it.
thesaneguy
Regular Visitor

Re: Unlock for a BYOD gifted Iphone 11 Pro

Sent all the details you requested via PM . Please check the paid off status of the phone.