Getting my device unlocked

I am trying to get my phone unlocked from past 3 to 4 days. Everytime I chat with agents they give answers in similar patterns in which they trained to. I have already ported my numbers to different carrier. The ticket has been raised, and I am getting answer that it will be resolved in 24 hrs. But nothing has happened. Looks like they are doing it purposely.

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user_6toqex

Visitor

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1 Message

2 days ago

I never had a phone purchase with XFinity, brought an unlocked phone to my account, XFinity locked the SIM and now tells me that it will be 24-72 hours to unlock.

Why does a mobile company have a right to lock a phone not provided by them?

It took over 30 minutes talking with two different advisors, and no resolution. But they did make a point to try and sell me internet. Unbelievable company model!

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XfinityEmilyB

Official Employee

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2.5K Messages

user_6toqex Thank you for taking time out of your day to bring your concern to our attention. You've reached the perfect place to get help with a device unlock and my team will stick with you here until you confirm this is fully resolved.

Please send a direct message to Xfinity Support by clicking the 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. Include your name and address in the body of the message so I can find your account and get started on a resolution.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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2 days ago

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user_fx6jan

Visitor

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1 Message

4 hours ago

I have the same issue. My 2 numbers were ported to a new carrier. The devices are paid off, but not yet unlocked. The ticket ID that they told they are working on the issue is [Edited: "Personal Information"]. I cannot import the new EsSIMs from the new carrier to my devices. Why does to take so long to unlock the devices?

(edited)

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Customer Service

user_5vln0n

Getting my device unlocked

user_6toqex

XfinityEmilyB

user_fx6jan

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