Visitor
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1 Message
ECR
Xfinity Mobile claims my Samsung phone is "locked by Samsung" (which Samsung confirmed is false—they don't impose carrier locks). IMEI checks show it's fully unlocked, yet Xfinity won't provision/release it for use on another network.I've met all unlock criteria (paid off, active 60+ days), but frontline reps deflect and refuse escalation. This violates your unlock policy and FTC rules on mobile unlocks.Please have Executive Customer Relations contact me immediately, phone# [Edited: "Personal Information"], imei [Edited: "Personal Information"]. Need this resolved today.Thank you.
XfinityJoe
Official Employee
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1.2K Messages
4 hours ago
Thank you for your post @TereB. We can help get a ticket submitted.
Please send us a DM with your full name and address to Xfinity Support.
To send a direct message:
Click "Sign In" if necessary
Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
An "Xfinity Support" graphic replaces the "To:" line.
Type your message in the text area near the bottom of the window
Press Enter to send it
See https://comca.st/3kYXwkR for an example
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