Thank you for taking the time to reach out to us through the forum. If your device was purchased through Xfinity Mobile, once the device is paid off, we will unlock it for you. You can either call our XM customer support line at number 1 800 934 6489 or you can send me a private message by clicking on my name ‘ComcastChrisL’ and then click on ‘send message’ and I can investigate the matter myself.
If you do reach out to me privately, make sure to include the first and last name of the account holder, the full account number, and the last 4 digits of the stored payment method on file. I'll need this information in order to fully authenticate your account. Thank you again for your time and support.