5 Messages
Xfinity Keeps Denying by Phone Unlock when it's paid-off and meets all criteria.
Hi,
Has anyone had major issues with having their phone unlocked? I have owned my phone outright since October 2024, I recently had a replacement with Assurant, and decided I wanted to unlock it to use it with another carrier. After 4 separate chats, and escalations with xfinity mobile, and advance mobile team, they all keep refusing to unlock my phone, because they say it's not eligible, but it clearly is. I have spent over 4-5 hours with the chat department, I can't say how frustrated I am, I am at the point of cancelling my new Z Fold 6 order due to this terrible customer service.
All I want, is my [Edited: Language] phone unlocked that I own, how hard can this be? I used to work for Xfinity, and I was never this brainless when it came to helping customers.
Blu_G
5 Messages
2 months ago
Day 6th of trying to unlock my phone, no success, xfinity mobile chat keeps stating the previous advisers forget to document it's a replacement phone in the ticket and keeps closing them out. I still haven't been able to unlock my phone, the Indian reps have no idea how to help, it seems like there is a gigantic communication barrier in language.
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XfinityBillie
Official Employee
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3.3K Messages
2 months ago
@Blu_G Thank you for reaching out to us today over our Xfinity Community Forums! Please remember that sending unsolicited direct messages to an Official Employee of the Xfinity Help & Support Forums is a violation of Forum Guidelines. In the future we ask that you please find the most appropriate public board for your question type and post it there. If needed, we may invite you to send us a Direct Message.
I understand how frustrating this has been to try and get your phone unlocked. Rest assured you're in touch with the right team of experts to help you find a resolution! Since I will need the account information, I will reach out to you in the DM you've sent.
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Loadking
Contributor
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35 Messages
2 months ago
They will never unlock it. I am stuck in the same situation and I was even told no worries you phone will be unlocked in 48 hours and here we are 48 hours later and nothing. They lie to get you off the phone if that and refuse to unlock or give transfer pins so you can't leave. I suggest submitting a claim to the FCC like I did.
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Cm_783
Visitor
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4 Messages
2 months ago
Its not their fault, they literally do not know how to unlock it. but will be happy to send another ticket to the "back room unlock team"
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user_4b3x2g
3 Messages
2 months ago
Xfinity is garbage they charge a premium offer poor service and have locked my phone as well that is already payed for this company sucks not helpful at all
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user_j1v6lz
2 Messages
2 months ago
Did you happen to swap Sims from that phone to another instead of using the provided sim
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Blu_G
5 Messages
6 days ago
Hi Mobile Team,
It seems your chat department isn't able to unlock my phone again. I am needing assistance; my ticket number is <Edited: Personal Information>, to say I am frustrated is a severe understatement.
(edited)
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