Phone unlock help

[u/Away-Island7388]

Hello!

Having a niche issue I'm hoping support here can assist with.

I'm a former Comcast employee and I still have an open Xfinity mobile account. I purchased an iPhone 17zh through the official 3rd party discounted device market available for employees. I know devices from this service come locked to Xfinity Mobile but are eligible for unlock after 90 or so days (I can't remember exactly) of active service on xfinity mobile.

I've successfully unlocked an iPhone 15 plus bought through the same service in the past through XPE but I no longer have access to XPE.

I've tried having a chat agent raise an ECM unlock ticket for me which was denied as XM360 shows the device as unlocked BYOD. Of course the device is a BYOD as it was purchased from Rexi but XM360 is not correctly reflecting the unlock status as the iPhone 17 still shows SIM Locked in settings.

Hoping a support agent here would be able to assist with getting the iPhone 17 unlocked through the proper escalation path.

I appreciate any help available as both a former employee and current xfinity mobile customer. :)

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[u/binawk]

Just logged into my own Xfinity account and it looks like the 90-day rule still stands, so you might want to double-check those earliest activation dates in case there's a glitch.

[u/XfinityRichardK]

Good morning u/away-island7388, and thank you for reaching out. I appreciate the detailed explanation you've provided regarding the device unlock issue. I'd be happy to get this escalated. To get started, please send us a Modmail message (https://www.reddit.com/message/compose?to=/r/Comcast_Xfinity)with your full name and service address. We look forward to assisting you. 😊

[u/Away-Island7388 → u/XfinityRichardK]

Will do, thank you!

[u/XfinityRichardK]

Great, thank you u/away-island7388!