Visitor
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1 Message
Fully paid phone been told will be locked forever since moving service to other carrier
Been told by a representative today, my new iPhone 17 I bought from xfinity store which I paid in full will not be refunded or neither be unlocked since I moved my service from Xfinity Mobile to Verizon. They basically wanna force me to go back to xfinity otherwise I will not be able to use the phone. This is the most ridiculous things I have ever heard.
user_ficm50
Visitor
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14 Messages
2 days ago
The same thing is happening to me. I'm planning to switch from Xfinity to another carrier, but I'm having trouble unlocking my phone, which I have already paid off. I'm not sure why Xfinity still hasn't unlocked my phone, especially since I've already transferred another line from my Xfinity account to a different carrier. As a result, I'm now paying both Xfinity and the new carrier.
I've called customer service more than five times, and they keep creating escalation tickets without providing any meaningful resolution. It's incredibly frustrating and exhausting to keep calling them over and over again without getting any help. It feels like once we're ready to leave, we're treated like we're no longer valued customers. After all the time and money we've spent with Xfinity, this kind of customer service is disappointing.
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XfinityVianney
Official Employee
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3K Messages
10 hours ago
I'm sorry to hear you've had some trouble unlocking the device. Most of the time, your phone unlocks automatically within 48 hours of being paid off.
Here are other unlock rules:
1) Your phone must be activated for at least 60 days.
2) The phone must be paid in full.
3) Your Xfinity Mobile account cannot have a past-due balance.
4) Your phone cannot be reported lost, stolen, or involved in fraudulent activity.
If you feel everything was met, we can jump in to dive into this further. I ask that you reach out privately, so we can cover the details of your account. You can start by clicking the chat icon located in the top right corner of your forums page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions.
For an example of how to send us a Direct Message, check out this link for more help: https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514
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