Device Not unlocked even after paying in full 3 years ago.

My device is locked even after paying in full 3 years ago. When i try to insert a different sim card, the device pops up a message saying phone is locked and enter a unlock code. I am trying to get an unlock code by calling xfinity mobile customer care for the past three days. Every time, after being on call for more than 1 hour and 30 mins, explaining the situation to 3 different people every day, they keep transferring the call and they couldn't get my device unlocked.

Now the device is deactivated as i ported the number 4 days ago and now they wouldnt unlock my device as the device is deactivated.

why would xfinity not unlock my device when it is paid in full. From process perspective, they should have unlocked the device long time ago. they did not do that, but deactivated the device when the porting is done. such a bad process. It is more frustrating and couldn't trust the customer care people when they say, that a case is been registered, but Every day the customer care representatives asks me the details as if it is a new issue. Please help unlock my device.

Responses

user_rv78

6 Messages

6 months ago

Hi Xfinity Support

Please let me know who can help with my request. I need my phone to be unlocked. It been 3 years now since i have paid in full. I have walked to stores, I have reached out to customer support multiple times. But so far no resolution. Why is it so complicated to get a phone unlocked. Give me some contact person who can help resolve this issue.

XfinityBenny

Official Employee

•

790 Messages

6 months ago

@user_rv78 Hello, thanks for adding to the community. We appreciate it, and are happy you thought of us to assist. We have the best tools, just like the Xfinity Assistant. It is the best resource to manage the account and service online when we are not available. It is my favorite as I can check the service health, and also reboot the wifi for dinner time. That ensures the kids come to eat, and that makes me very happy. Here is a link that I found for you to make it easy to use https://www.xfinity.com/xfinityassistant/. Having access to your device in full is very important. Here are the other unlock requirements to be aware of:

At least 60 days must pass since your phone was activated.
Your Xfinity Mobile account cannot have a past-due balance.
Your phone cannot be reported lost, stolen, or involved in fraudulent activity.

If you believe you’ve met these requirements, but your phone is still locked, please chat with an Xfinity Mobile Expert.

user_xzup43

1 Message

3 months ago

We are having a similar problem. Did Xfinity ever unlock your phone or are we wasting our time trying to get this fixed?

XfinityEricB

Official Employee

•

2.2K Messages

user_xzup43 Thanks for reaching out for help with getting your device unlocked. I would be happy to make sure you get the help you need.

Can you send us a direct message with your full name, name of account holder (if different), and service address please?

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon (speech bubble)

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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3 months ago

Devices

user_rv78

Device Not unlocked even after paying in full 3 years ago.

user_rv78

XfinityBenny

user_xzup43

XfinityEricB

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