Urgent Escalation: Repeated Unlock Failure – Request for Direct Phone Call and Clear Explanation

Hello Xfinity Support,

I am raising another escalation ticket because my Xfinity Mobile number is still locked, despite my repeated attempts to get this issue resolved. I am extremely frustrated with the lack of progress and the absence of a clear explanation from your support team.

I have contacted Xfinity Customer Care multiple times, including again today, and each time I have received essentially the same response: another escalation ticket will be created. However, my number remains locked, and I still have no clear understanding of why the unlock request has not been completed.

For reference, my previous ticket numbers are:

• ECM0025907505
• ECM0025815416

One of my mobile lines was successfully unlocked and transferred to another carrier without any issues. However, my other line remains locked. Why was one line unlocked successfully while the other was not? What specifically is preventing the remaining number from being unlocked? I expect a clear, accurate explanation of the actual issue, not another generic response or another ticket number without a resolution.

I am tired of repeatedly calling customer support, explaining the same situation, and spending my time following up on an issue that should have been addressed through my previous requests. Each time, I am asked to wait for another escalation, yet nothing changes. This is not an acceptable customer support experience.

I am also continuing to pay for Xfinity services, including my mobile service, while this issue remains unresolved. As a Gold Member who continues to do business with Xfinity, I expected a much higher level of service, accountability, and communication.

I am specifically requesting that a representative from the team responsible for mobile number unlocking, or a supervisor with the authority to resolve this issue, call me directly at my contact number. Please do not simply respond by creating another ticket or asking me to call customer care again. I have already made multiple calls, and I should not have to keep chasing Xfinity for an explanation.

During the call, I expect the representative to:

1. Explain the exact reason my number has not been unlocked.
2. Clarify what is preventing the unlock and whether any action or requirement is outstanding.
3. Review my previous tickets and explain why the issue remains unresolved despite multiple escalations.
4. Provide a clear resolution plan and a realistic timeframe for unlocking my number.

If there is a legitimate reason the number cannot be unlocked, please explain it specifically and clearly. If there is no valid reason preventing the unlock, I expect the issue to be corrected without further unnecessary delays.

Please take ownership of this case and arrange a direct phone call rather than sending me another standard response. I have already invested far too much time in repeated calls and follow-ups. I am looking for an actual resolution, clear communication, and accountability from Xfinity.

I look forward to receiving a direct call and a meaningful explanation of this issue.