Dual Sim Scam

What you are saying should have been communicated by the representative selling me the phone and the plan. At least there should be some effort to compensate for that fraudulent information when selling the phone. Why not place a charge of my credit card in case I stop paying?  For two years I will have no second sim? This is to extort customers to buy out their plans.  It is shocking how Xfinity is taking this astride, as if nothing happened. Zero effort to compensate.

ANd I do not see why you cannot unlock the phone and, if the customer stops paying, simply lock the phone again.  You have that technical capacity and the legal right if there is breach of contract. I have 3 lines with xifnitiy, home, phone, and ipad. Totally disgraceful treatment.

@user_bf2kzc I completely understand where you're coming from, this should have been disclosed and apologize it wasn't. We do have information that could have been referenced at the time regarding dual sim: https://www.xfinity.com/support/articles/what-are-sims-how-do-they-work

Device unlock: https://www.xfinity.com/support/articles/eligible-to-unlock-phone

And also found this Xfinity Forums post discussing the same scenario from April 2024: https://forums.xfinity.com/conversations/network/secondary-sim-card-on-xfinity-financed-device/660f95274b739323f01bea9c

I did want to help get the proper expectations that I have not seen a device unlocked before it has been paid off, with previous requests I've submitted. 

If the device is still within the 14 day guarantee window, it can still be returned: https://www.xfinity.com/support/articles/returns-and-exchanges

There is nothing in the first link you gave that says that the SECOND sim will not be unlocked before it is paid off.

The second link talks about "my Xfinity Mobile phone" NOT YOUR SECOND SIM.

We all understand that the main sim would not be unlocked before pay off. But you restrict the second sim, without either saying in your published info or in the contract you send customers or the info you give.

This is completely deceptive.  A customer should not have to spend hours scrolling through endless posts in case they discover a post that matches their case. If the 2d sim remained also locked, that should have been communicated before purchase.

And three of your colleagues have created exactly this deceptive expectation, namely that Xfinity would listen to the call and do the right thing. There is no reason whatsover for this abusive practice, since you can always disable the phone for breach of contract, even after unlocking. If you can unlock, you can re-lock.

This is shameful, even more so the lack of option to rectify. And please don't be patronizing. How can I be within the 14 day window when this has been going on for 2 months as I said?  This is not behavior worthy of a serious company.

Hello @user_bf2kzc, I understand how frustrating this may be when needing to add a second carrier SIM to your phone, but when a phone is locked by the carrier, it's typically programmed to only recognize SIM cards from the carrier it's associated with.  Although a phone may have dual SIM capability, if it is locked, a second carrier SIM card won't work.  Once the phone is paid off, the option to unlock the phone will be available. 

This is nonsense.  If you can unlock it when it is paid off, you can unlock it now. In any case. Once again, the time for Xfinity employees to explain this to customers is BEFORE they sell us products.  

I am sorry you don't seem to acknowledge your printed info is thoroughly misleading.