Visitor
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1 Message
URGENT: Paid-Off Device Not Unlocked—Executive Escalation Requested
My Xfinity Mobile device is paid in full, but it has not been unlocked despite multiple requests and several days of waiting. I have contacted customer support repeatedly and need an official Xfinity employee to escalate this to the appropriate mobile device-unlock team. Please invite me to send my account and device information privately. I plan to file a formal complaint with the FCC because of this extreme delay. You are holding my phone hostage and I have met all the unlock policy requirements. The phone has been with xfinity mobile since November 2025.
XfinityAirelle
Official Employee
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3.4K Messages
3 hours ago
Hi there. We understand how frustrating this is, especially after the device has been paid off and you have already contacted support several times without a resolution.
We can review the device’s unlock eligibility, purchase history, how it is classified on the Mobile account, and any previous unlock tickets. If something is preventing the request from being processed correctly, we can document it and route it to the appropriate Mobile team for further review. We do want to set the right expectation that we cannot guarantee an executive escalation until the account details and prior ticket history have been reviewed.
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