1 Message

Sunday, June 23rd, 2024 9:44 PM

never received an activation code for my new mobile phone, and now locked out

I tried to activate my new phone today, and when I was asked to enter the activation code...I had nothing to enter. No code was ever sent to me. I backed up and tried again, and got the same result. I selected to receive a code by email, and received a message that I had too many failed attempts. Now I have a new phone I can't use. 

I called support. They said there's no way then can unlock, and authenticate my phone. I was told we could "hope for the best" and see if someone could help me. After being on hold for over 20 minutes, I was told my best option was to go to the store. Hope for the best?

I asked to escalate it to someone who has access. Nope, no-one has access. I need to go to the store.

Most of the stores are closed Sunday. I asked what access someone in the store has that someone on the phone doesn't have. Clearly it's software. 

So I pedaled back. How is it I never received a code. Response, "It's known authentications don't always go." But, we can send you another after 24 hours. Me: How do we know I'll get a code this time. Support rep: We don't, but I'm pretty sure it will work.  That's we recommend you go to the store. I don't want to set false expectations." 

Xfinity is a communications company!! How is it there are no employees available that can help me, and my best outlook is to "Hope for the best?"

Official Employee


1.3K Messages

18 days ago

Hello, @user_85984b. I appreciate you taking time out of your day, and I want to ensure you are provided the best support possible! Have you tried calling or texting 888-936-4968, or reached out to our secure online chat where an Xfinity Mobile expert is available 24/7?

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