unlock phone

Thank you for reaching out to us here @9365. If you were not able to get that resolved with the Mobile team at the https://www.xfinity.com/xfinityassistant/?channel=xMobile site we can submit an escalation from here to have a Mobile team member look into that for you. Could you send us a direct message with the full name and complete address for your service? 

To send a direct message [private message]:

   Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging

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

   The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.

   - As you are typing a drop-down list appears. Select "Xfinity Support" from that list.

   - An "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

I understand you are just following policy and the policy that is the problem. Verizon, AT&T, T-mobile will all unlock phones as long as they are paid for.

I checked with the reseller and they get phones in a lot. I have no way of finding out who originally bought the phone. I assume it can NEVER be unlocked? Terrible customer service. The Policy needs changed to follow the other carriers. If the phone is paid off it should be able to be unlocked. I would switch carriers if I had an option.

@9365, I completely understand your frustration. This is definitely not the type of experience we would like for any of our customer, especially when you've already paid for the phone. The policy was set to help prevent the reselling of lost/stolen phones. Hopefully, you can contact the seller and get a refund or another phone that's already unlocked.

In the meantime, is there anything else I can help you with? How are your residential service working out for you?

I understand the purpose of the policy and I completely agree if the phone is reported lost or stolen it should not be unlocked in fact it should be blacklisted and disabled. My concern is a phone not reported lost or stolen and paid off should be unlocked as all the rest of the carriers are. Not trying to give you a hard time just venting. And no I can't get a refund.

We could still submit a ticket with our Executive Resolutions Team for this, @9365, just to make sure we've covered all the bases. It's entirely possible they will not be able to unlock this type of phone, but they would be the best authority on what the policy includes.

If you could send our team a new direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.