Carrier Locked but looks unlocked on Xfinity’s end

I’ve been trying to get a travel eSIM and am unable to because my iPhone says that my SIM is carrier locked. I’ve called and visited the Xfinity store and they’ve confirmed on their end that my phone is unlocked, but it is not. I have restarted my phone, updated it, gone to another provider to see if they could set me up with an eSIM, and even inserted a physical SIM card from another carrier and it still says I’m carrier locked.

I’ve seen other people with this same problem saying the unlock request needs to be pushed through to Apple so that is what I’m requesting. I don’t want to switch to another provider, I just want to be able to use an eSIM for traveling.

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XfinityThomasD

Official Employee

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2K Messages

7 hours ago

user_ytfwkd I'm sorry to hear that you're having trouble with the eSIM and device unlock. Our team can help look into this as well if you still need assistance. Please let us know.

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user_ytfwkd

Visitor

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2 Messages

I would love assistance, thank you.

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3 hours ago

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XfinityRay

Official Employee

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4.3K Messages

You're welcome, @user_ytfwkd. If your SIM is unlocked and you just need to complete the Apple steps, this link shows how to unlock the device with Apple Support, https://www.xfinity.com/support/articles/eligible-to-unlock-phone. If you still need the SIM unlocked by us, please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.

Here's the detailed steps to direct message us:

1. Click "Sign In" if necessary.

2. Click the "Direct Messaging" icon.

3. Click the "Start new conversation" (pencil and paper) icon.

4. In the "To:" line, type "Xfinity Support".

5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.

6. An "Xfinity Support" graphic will replace the "To:" line.

7. Type your message in the text area near the bottom of the window.

8. Press Enter to send it.

You can see how to send us a direct message here, https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514.

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3 hours ago

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user_ytfwkd

Carrier Locked but looks unlocked on Xfinity’s end

XfinityThomasD

user_ytfwkd

XfinityRay

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