New Poster
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7 Messages
Porting and Locked SIM Card Issue
I am now on day 7 of attempting to port my number out of Xfinity. My current device is a replacement device through Xfinity/Apple Care and unfortunately the IMEI was not updated in Xfinity's system. The phone has been paid off and I have been told that they attempted to unlock using the former IMEI which has caused confusion. I now have two tickets created and am getting nowhere. Every time I call, they basically say another 48 hours and I am at a loss of what to do. Any help would be appreciated.
XfinityDena
Official Employee
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2.3K Messages
10 months ago
Thank you for reaching out @HelpmePort I would be happy to take a look at your tickets and provide an update. Please send me a Direct Message with your name and service address and any ticket numbers you currently have so that I can fully dive into this for you! I will leave you instructions on how to initiate the message with us! I look forward to working with you soon!
- Click "Sign In" if necessary
- Click the "Direct Message" icon (upper right corner of this page)
- Click the "New message" (pencil and paper) icon
- Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
- Type your message in the text area near the bottom of the window
- Press Enter to send your message
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user_58al7e
3 Messages
10 months ago
I'm having the same issue. I'm on day 5 with no service, at least 2 tickets created. My bank has suspended external transfers because they can't resolve my phone number. I've called and chatted every day with somebody different who assures me it will be unlocked by the end of the day. Nope. Somehow my daughter, who is also on my account, was able to get her phone unlocked (post number transfer) by the second day, but mine is still stuck in limbo for who knows why. We have the same iPhone 13 Pros and both bought and fully paid off our phones from Xfinity well over a year ago.
I filed a complaint with the FCC because if you do a google search you can see this has been an ongoing issue with Xfinity for years, and they've done NOTHING to improve it. They don't even bother posting any warnings like "PLEASE MAKE SURE TO UNLOCK YOUR PHONE BEFORE ATTEMPTING TO SWITCH CARRIERS". Instead they'll let you do it and then hold you hostage for days with no service. Never using Xfinity again for anything.
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HelpmePort
New Poster
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7 Messages
10 months ago
Day 12 of waiting for phone to be unlocked. Just found out Advanced Team rejected the request as I had attempted to port the number out of Xfinity prior to realizing the phone was carrier locked. Apparently the advanced team thought I was already using the phone on another carrier. Another agent opened a 5th ticket to correct the situation letting them know I am not able to use the phone with another carrier. At a complete loss of what to do.
Moral of the story to anyone reading this is do not attempt to port your phone (even if it is paid off) before verifying it is unlocked in settings. My digital life is literally on hold with the phone hostage at Xfinity Mobile.
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user_lchg1m
1 Message
6 months ago
I have called twice and visited an xfinity location to get them to unlock my phone. Finally unlocked it and had Verizon able to put their Sim card in. BUT xfinity is holding my phone number hostage and not porting it. So far I have been unable to make or receive phone calls for almost 24hours. I can not even make them over wifi. This is ridiculous!!!!
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