Visitor
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4 Messages
Unlock device on my own bring device to Xfinity.
I terminated service with xfinity as the 1 year mobile service on us was active for internet set up, but internet could not be set up at my home for some reason as too far from the hub drop. I then was told I would have to cancel my cell service, so I ported my number out, but the device (Samsung ZFold 6) remains locked on xfinity network. Ive called set up tickets over and over and to no resolution. I need help on this asap... the imei shows clear, but xfinity network locked message. I need a manager or supervisor that handles this to please call me. I have two tickets and no one at xfinity knows how to handle this issue. I get bounced around several times and then the call drops as if your reps hang up on purpose as they have no idea how to handle unlocking a device. very frustrating.
XfinityJamesC
Official Employee
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2.7K Messages
7 hours ago
Greetings, @user_es37900! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you're having issues getting your Z Fold6 unlocked, and I want to ensure you’re able to get in touch with an awesome Xfinity Mobile expert to help get this resolved.
If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.
To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.
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