iPhone eSIM stuck on "SIM Locked" - Phone support says unlocked but activation server is not updated

Hello,

I am trying to unlock my iPhone, which uses an eSIM. I have contacted Xfinity Mobile phone support, and the agents tell me that the device shows as "unlocked" on their end. However, the phone remains completely carrier-locked.

I have already performed the following troubleshooting steps:

Verified that Settings > General > About > Carrier Lock still reads "SIM locked".
Restarted the device multiple times while connected to a strong Wi-Fi network.
Reset the network settings on the device to clear the network cache.
Confirmed with Apple Support that their central activation database has not received an unlock command from Xfinity for my device's IMEI.

It appears there is a breakdown between Xfinity's billing/eligibility system and the automated command sent to Apple's servers.

Can an Official Xfinity Employee please send me a direct message to open a ticket? I need a Tier 2 technician or the Advanced Wireless Team to manually push the unlock profile to Apple using my IMEI.

Thank you.

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Fazalu

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2 Messages

2 days ago

Anyone can help me about this I am really tired trying with Xfinity

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XfinityBillie

Official Employee

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4.2K Messages

Fazalu Thank you for taking the time to reach out to us here on our Xfinity Forums. Can you confirm that your phone meets all the device unlock requirements outlined here? It sounds like you have taken all the appropriate steps. As long as you have met the device unlock requirements, please send our team a direct message with your full name and address.
To do so, click on the chat icon located at the top right of this forum's page.
Here are the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "Start new conversation" (pencil and paper) icon
• Type "Xfinity Support" in the "to" line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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2 days ago

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Fazalu

iPhone eSIM stuck on "SIM Locked" - Phone support says unlocked but activation server is not updated

Fazalu

XfinityBillie

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