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martian82
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Sunday, August 2nd, 2026 7:57 PM

iPhone 17 remains Carrier Locked after 60+ days of service on Xfinity Mobile

My paid off iPhone 17 remains "Carrier Locked." This device was supposed to be locked to Xfinity Mobile for 60 days since I fully paid for it at purchase. It's been continuously activated with Xfinity for 100+ days. I've verified this by attempting to load an additional eSIM on the device, and it blocked it.
I've contacted Xfinity chat 3 times and visited the Xfinity store and have not received a resolution. Additionally, an Apple store genius told me it was a carrier issue.
Personally, I suspect the issue has to do with IMEI vs IMEI2. The Xfinity Mobile website shows my device's IMEI, but the original eSIM had loaded to the iPhone's IMEI2 slot. Recently, I factory reset the device and loaded a new XM eSIM, and it registered to the IMEI.

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21 days ago

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XfinityAirelle

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3.5K Messages

23 days ago

 

martian82 Hi there! Our team is happy to look into this for you. 
 
Can you please send us a direct message with your full name and service address so we can take a closer look?
 
How to send us a direct message:
 
- Click “Sign In” if necessary.
- Click the “Direct Messaging” icon.
- Click the “Start new conversation” icon, which looks like a pencil and paper.
- In the “To:” line, type “Xfinity Support.”
- As you type, a drop-down list will appear. Select “Xfinity Support” from that list.
- An “Xfinity Support” graphic will replace the “To:” line.
- Type your message in the text area near the bottom of the window.
- Press Enter to send it.
 
Talk to you there!

 

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martian82

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Hi, I contacted support, and they could not solve my issue. The ticket they created, [Removed: personal information ], was immediately declined and closed with no further explanation.

Can someone please help me fix my issue. In other words, can someone please create a ticket and escalate my issue to Xfinity Executive Customer support! I've now had 5 touch points with Xfinity support over 2 weeks and no one has fixed this.

(edited)

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21 days ago

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XfinityAirelle

Official Employee

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3.5K Messages

 

martian82

Hi Thomas. We understand why you are frustrated after multiple contacts and having the ticket closed without a clear explanation.

We located the previous review, but we cannot share the account-specific details publicly. The ticket was closed because the phone is currently listed in the system as a customer-owned device, and the unlock team could not locate an Xfinity purchase order connected to it. Because of that, they were unable to process the request as an Xfinity-purchased phone.

 

That does not resolve the concern if the device was purchased directly from Xfinity. Please continue with us in the existing direct message and provide the original order number or proof of purchase, if available. We will compare that information with the device record and determine the correct next step before submitting another request. We do not want to open a duplicate ticket that will close for the same reason.

 
 
 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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21 days ago

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