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user_fx6jan
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3 Messages

Friday, November 14th, 2025 5:16 PM

Devices not yet unlocked

I have the same issue. My 2 numbers were ported to a new carrier. The devices are paid off, but not yet unlocked. The ticket ID that they told they are working on the issue is [Edited: "Personal Information"]. I cannot import the new EsSIMs from the new carrier to my devices. Why does to take so long to unlock the devices?

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3 hours ago

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XfinityEva

Official Employee

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2.1K Messages

1 day ago

Hello and welcome to Xfinity Forums! @user_fx6jan How long ago did we submit that ticket on your behalf? Has it been at least 48 hours? If so, can you please send us a direct message with your full name, service address and the ticket number? 

 

  • Make sure you are signed in here in the Xfinity Forum. Click "Sign In" if necessary
  • Click the "Direct Message" icon (square chat icon in the upper right corner of your screen next to the bell 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

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user_fx6jan

Visitor

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3 Messages

I have contacted the support directly, I have speaked with more than 8 agents and all state that in the next 4 hours the problem will be solved, but nothing happens.... I am really disappointed with Xfinity....

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9 hours ago

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user_fx6jan

Visitor

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3 Messages

Finally, there was a solution. The devices were unlocked after talking multiple times with the support agents. Xfinity, I would like to recommend making this process easier and more immediate. All customers would be happier. 

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3 hours ago

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nycnftm2023

9 Messages

1 day ago

eventually, you have to give up and buy a new phone and never use Xfinity

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