Visitor
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Need Executive Escalation: IMEI provisioning block on Apple-refurb iPhone 15 Plus (CAS #2976182)
Hi team—looking for help getting this routed to Executive Resolutions / Provisioning.
Issue: My new iPhone 15 Plus (Apple Refurb, factory-unlocked) can’t be activated on Xfinity Mobile because the IMEI is showing as associated with another account in Xfinity’s system.
Case: CAS #2976182, open 5+ days with no ETA.
What I’ve done: Multiple chats/calls; told it’s “with back office.” Tier 1 can’t clear IMEI associations. Apple confirms the device is factory unlocked (Settings → About shows Carrier Lock: “No SIM restrictions”).
Device details: iPhone 15 Plus. IMEI available via DM
Requested action:
Please open/confirm a Provisioning / IMEI-Release ticket and have the backend team:
Disassociate/release this IMEI from any stale/incorrect account,
Assign it to my line and push eSIM,
Run a full provisioning refresh (voice/data/SMS/VoLTE/5G),
Post the ticket ID + ETA (in hours) here.
Happy to DM proof of Apple refurb purchase and Carrier Lock screenshot. Thanks for your help getting this unstuck.
XfinityRichard
Official Employee
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2.5K Messages
7 days ago
Hi there, @user_d9jch6 ! Thank you so much for reaching your Digital Care team. I appreciate your patience while you waited to connect with me. I'm very sorry for the inconvenience this is causing you. Please be assured you reached the right person to assist you. Can you please DM me your first and last name, along with your full service address so that I can assist you further.-Richard
Please send a private message by clicking the direct messaging chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section.
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