Visitor
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1 Message
unlock phone
I switched mobile services and had to deal with your terrible AI customer service, which never sent me to a live agent when requested. Anyhow, I was given my transfer information and went through the process with the new service, but was not made aware of the remaining balance. I went online and paid off what I understood was the device balance, but now it wants me to pay more money for some reason. I have already wasted almost $200 to get this process going. I just want the phone unlocked, so my child can use it. Figure your stuff out.
XfinityKei
Official Employee
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2.4K Messages
2 hours ago
@user_9jsw9g I'm sorry to hear of the frustration this has caused you. Our team is here to help.
Most of the time, your phone unlocks automatically within 48 hours of being paid off.
Here's a link with our unlock rules:
https://www.xfinity.com/support/articles/eligible-to-unlock-phone
I have the rules for you to view here.
1. Your phone must be activated for at least 60 days.
2. The phone must be paid in full.
3. Your Xfinity Mobile account cannot have a past-due balance.
4. Your phone cannot be reported lost, stolen, or involved in fraudulent activity.
5. Devices will not be eligible to use a SIM from another provider — such as a local data plan when traveling internationally — until all required device-unlock eligibility guidelines have been met.
6. Only the account holder, Primary user, or a Manager on a phone’s Xfinity Mobile account can request to have it unlocked.
Do you meet the eligibly criteria above?
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