6 Messages
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.
user_rv78
6 Messages
2 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.
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XfinityBenny
Official Employee
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698 Messages
2 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:
If you believe you’ve met these requirements, but your phone is still locked, please chat with an Xfinity Mobile Expert.
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