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user_g25r3k
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Visitor

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2 Messages

Monday, July 14th, 2025

complaint

I have been getting the run around from Xfinity mobile reps for 4 days now about my daughter's phone being unlocked.  A case was made and I was told on Saturday that it was resolved and her phone was unlocked, but it wasn't working, I spoke with someone today who angered me so much, telling me no such record exists and the case was missing information (that I previously provided) and was still pending. My daughter has no working phone and needs it bad, the delays are likely illegal as we left xfinity mobile over 16 months ago with no balance due, which everyone admits, but for some reason I cannot get her phone unlocked.

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2 months ago

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XfinityAmandaB

Official Employee

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2.5K Messages

2 months ago

user_g25r3k This is not at all the experience we want anyone to have with getting a device unlocked. If you are still in need of assistance, 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 chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.

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user_g25r3k

Visitor

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2 Messages

It has been resolved, but not to my satisfaction.  It took 5 days, 4 calls each over an hour, and many conflicting answers among the way.  if there was a single alternative to xfinity, I'd cancel all services and if this isn't resolved to my satisfaction, I will do so once there is such an option... I've been an xfinity customer for well over a decade and do not appreciate the run around I've been getting.

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2 months ago

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XfinityAlyssaA

Official Employee

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2.2K Messages

We appreciate your response letting us know it was resolved @user_g25r3k but am sorry to hear about the frustrating experience. I've received the run around from companies before so I know how frustrating that can be. We appreciate your feedback and are happy to forward it as we are always working to improve the customer experience. Next time you run into any issues, we encourage you to reach back out on our Forums and our dedicated Communities team will be happy to help. Do you have any additional questions or concerns at this time? 

 

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2 months ago

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