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user_zjulqm
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Visitor

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Friday, June 5th, 2026 6:26 PM

Phone is Locked

I can't switch to my new phone service because it says my phone is locked. I switched my number to the new one, however and can't call customer service. I've been trying to chat with an agent but I keep being sent to the AI chat which is unhelpful.

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11 hours ago

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XfinityMartyR

Official Employee

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3.3K Messages

11 hours ago

 

user_zjulqm Thank you for reaching out! In order for a Xfinity Mobile device to be unlocked the following conditions must be met.
 
>Your phone must be activated for at least 60 days.
>The phone must be paid in full.
>Your Xfinity Mobile account cannot have a past-due balance.
>Your phone cannot be reported lost, stolen, or involved in fraudulent activity.
 
 
In the following article you will find additional information on unlocking your Xfinity Mobile device. 
 
 
 
 
 

 

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