4 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
4 Messages
2 days 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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3K Messages
22 hours 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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