Visitor
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1 Message
New device
Hello,
I purchased an iPhone 17 Pro from Xfinity about three months ago as a birthday gift for my fiancé. At the time of purchase, I clearly explained to the representative that I was buying the phone as a gift for him. However, nobody asked which carrier he uses or explained that the phone would be locked to Xfinity and incompatible with his T-Mobile service.
Yesterday was his birthday, and when I gave him the phone, I discovered that he cannot use it with his current carrier.
I am now stuck paying for a phone that neither of us can use as intended. I do not want to switch my own phone service to Xfinity, and I cannot afford to pay the remaining balance of nearly $950 all at once.
I believe I was not given all the necessary information at the time of purchase. I am asking Xfinity to take responsibility and help me find a reasonable solution so my fiancé can use this phone with T-Mobile without requiring me to pay the full balance upfront.
I would sincerely appreciate your help and a solution to this situation.
XfinityFrank
Official Employee
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2.8K Messages
3 hours ago
Hi there, @user_htkonr. Thanks for reaching out to us here on the Community Forum and sorry to hear about the confusion with purchasing a device. When purchasing a device from a provider, it is carrier locked to that provider unless it is paid off in full. I am sorry if that was not expressed to you. The return window for a device is 14 days, so I am not sure if we can accept it as a return or bypass the process, but we can have the situation reviewed.
Please send a direct message to us including your full name and complete street address.
Here's the detailed steps to direct message us:
1-Click "Sign In" if necessary.
2-Click the "Direct Messaging" icon.
3-Click the "Start new conversation" (pencil and paper) icon.
4-In the "To:" line, type "Xfinity Support".
5-As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
6-An "Xfinity Support" graphic will replace the "To:" line.
7-Type your message in the text area near the bottom of the window.
8-Press Enter to send it.
How to: Direct messaging within the forum
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