iPhone bought from Xfinity shows 'SIM Locked' but IMEI not found on severed account.

I transferred to t mobile yesterday and I am waiting on a new phone In the mail from t mobile. I have an old 11 pro phone that is sim locked through Xfinity even though it is paid off. I wanted to transfer my number to that phone but Customer service is unable to find that phone via IMEI number or me In the data base to unlock it. There is a ticket open and the guy said it can take 4-5 days to resolve. He also keeps telling me that my phone is locked through T-Mobile because I no longer have an account with Xfinity. I just want a working phone for the next week tell my new one get here is there anyone who can help me

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XfinityDilary

Official Employee

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3.6K Messages

1 hour ago

user_ldf7hp I can definitely understand how frustrating that must be, especially when you're trying to have a working phone while waiting for your new device to arrive. Based on what you've described, it sounds like there is already an unlock ticket in progress for the iPhone 11 Pro. Unfortunately, we're not able to expedite or directly resolve carrier unlock requests through this platform, but the existing ticket would be the best path forward. If the device is already paid off and otherwise eligible for unlocking, the team handling the ticket should be able to review the status and determine why the IMEI isn't being located in the system. Since the account is now closed, that can sometimes require additional research. I'd be happy to review the ticket status and see if any additional information can be provided. Could you please send our team a Direct Message with your name and service address? Our team can take a further look at this issue.

To send a Direct Message:

Click "Sign In" if necessary

• Click the "Direct Messaging chat" 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 that 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

For an example of how to send us a direct message, check out this link:

https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

(edited)

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Customer Service

user_ldf7hp

iPhone bought from Xfinity shows 'SIM Locked' but IMEI not found on severed account.

XfinityDilary

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