U

Visitor

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2 Messages

Monday, May 26th, 2025 1:58 AM

Unlocking an old phone

My buddy has a Pixel 7 locked to Xfinity he'd like to pass to his mother. He has moved to another state and doesn't have Xfinity anymore. Is there a chance to unlock this phone, or is it a dumpster candidate?
He said he tried calling Xfinity, but the customer service drone kept asking him about his account number, and when he found his old one, he didn't know what to do with it.
The phone is paid off and should be unlockable.

Problem Solver

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847 Messages

1 month ago

@user_k9gwsg The original owner of the phone has to do this. I recommend he call again and say agent or act as a new customer. Once he gets a live person they can transfer him to the correct department. 1-888-936-4968.

(edited)

Official Employee

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2.5K Messages

1 month ago

Hello, user_k9gwsg!


Welcome to the Xfinity Forums community—we’re really glad to have you here.

 

If you're looking to unlock your Xfinity Mobile phone so it can be used with another wireless carrier, we’ve got you covered. In most cases, your phone will be unlocked automatically within 48 hours of being fully paid off.

Here are a few additional requirements to keep in mind:

At least 60 days must have passed since the phone was first activated.
Your Xfinity Mobile account must be in good standing, with no past-due balance.
The phone must not be reported as lost, stolen, or involved in any fraudulent activity.
If you believe you’ve met all these requirements but your phone is still locked, we recommend chatting with the Xfinity Assistant for further help.

Please note: We’re unable to unlock phones for international travel unless all the above conditions are met. Also, only the account holder, Primary user, or a Manager on the original Xfinity Mobile account can request an unlock.

Let us know if you have any questions—we’re here to help!

Visitor

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2 Messages

Unfortunately, my friend got another (almost an hour-long) run around. The reason given is that he doesn't have a CURRENT Xfinity account, and they can not look up the closed one. Hence, they can't help him.
Sadly, the phone is going to the trash. 

Official Employee

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2.2K Messages

I'm sorry to hear they were not able to help him unlock the phone, @user_k9gwsg. This may just be the type of issue that needs to be escalated to one of our advanced support teams. Please feel free to share this discussion post and our community forum with your friend. If he can create a new post on this forum describing what happened, we can reach out to him and put him in touch with an awesome Xfinity Mobile expert to help get this resolved.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
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