Visitor
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1 Message
GET MY PHONE UNLOCKED
I have been lied to by a supervisor , sat on hold for an hour an half just for call to drop several times. My phone number ported to a new carrier but the phone , that has been paid off for several months has a lock on it. Was advised issue was resolved by several agents and one supervisor and still sit here with a locked phone that can not be used. This is an xfinity issue since you put lock on phone in error and I pay for it. I have a Google 9 that is totally useless because you are holding it hostage. Right now I have been on hold for 2 1/2 hours waiiting for a supervisor. I moved where Xfinity does not have service . I was with Xfinity as a Diamond member for years. 5 mobile lines unlimited, business line, residential line with internet and tv. I have paid roughly $600 a month faithfully on time and now you hold the phone locked and provide terrible customer service. WOW... Does anyone care at Xfinity.
XfinityJeniece
Official Employee
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3.7K Messages
3 hours ago
Hey there, @user_6egh1r, thanks for reaching out through Xfinity Forums regarding your account. I hear how frustrating this has been, especially after hours on hold, multiple dropped calls, and being told the issue was fixed when it wasn’t. You’ve paid off your phone, moved to a new carrier, and still can’t use your device because it’s locked, which would be incredibly upsetting for anyone, especially after being a longtime Xfinity customer with multiple lines and services.
I would be happy to look into this issue for you. Can you please send me a Direct Message with your full name and your full address?
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" 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.
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