Unlock device issue - military orders

Hi guys i really need help unlocking my phone, ive been in contact with the agents/customer service and they are opening a ticket regarding my issue. I am on military deployment orders and i need my device unlocked so i can use a different service while overseas. The problem is the agents would tell me that i dont need to send/upload my deployment orders but whenever the people who processes it checks the ticket, they immediately rejects it due to not having a military orders provided. Is there anyone here that can help me with this issue? This run around is starting to get frustrating. I checked the policy from xfinity website and i am sure that i am eligible without fully playing the device.

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XfinityChristy

Official Employee

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2.7K Messages

2 hours ago

aarono8 First and foremost, thank you for your service. I am incredibly sorry for the frustration you’ve faced while preparing for your deployment. You should not be receiving conflicting information, and I want to ensure this is handled correctly, so you can use your device overseas. I would be honored to assist. I’ll review your existing tickets and make sure your deployment orders reach the right team to finalize your unlock request. Please send a Direct Message with your full name and service address to get started.

To send a "Direct Message":

Click "Sign In" if necessary

Click the "Direct Messaging" icon at the top of the page (it looks like a text bubble)

Click the "New message" (pencil and paper) icon

Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that appears. The "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window

Press Enter to send it

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aarono8

Unlock device issue - military orders

XfinityChristy

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