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Blu_G
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5 Messages

Monday, February 10th, 2025 3:41 PM

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.

Question

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Updated 

1 day ago

 • Edited

108

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Blu_G

5 Messages

5 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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3.4K Messages

5 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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user_4b3x2g

3 Messages

You mean collect service payment for a phone that is already payed for your policies are garbage and the company sucks !

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4 months ago

0

Loadking

Contributor

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35 Messages

4 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

4 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

4 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_4b3x2g

3 Messages

I have had 2 phones purchased through them that stopped working with in a year and was forced to purchase new phone in one case the manufacturer replaced the phone for a new one and Xfinity refused to activate because the software was locked, I hate this company 

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4 months ago

0

XfinityDemitrius

Official Employee

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1.9K Messages

Hey @user_4b3x2g, Thank you for visiting our official Xfinity Forums Community support page. We greatly appreciate you taking the time to share your experience. If there happens to be something we could assist you with, please let us know. We are available and always happy to help.

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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4 months ago

0

user_j1v6lz

2 Messages

4 months ago

Did you happen to swap Sims from that phone to another instead of using the provided sim

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XfinityVianney

Official Employee

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2.3K Messages

 

user_j1v6lz, 

Thank you for reaching out and creating a new post. I'll be glad to help review this further. I completely understand your eagerness for help and a resolution. I see you sent a direct message already, so I'll follow up there. 

In the future, please keep in mind that sending an unsolicited direct message to our team is a violation of the community guidelines. We ask that you create a post, just as you did, so it will create a help ticket with our team. If you send a message proactively, it could delay the process. 

That said, we got you covered. I'll follow up shortly in our private message. Thanks again :)

 

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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4 months ago

0

Blu_G

5 Messages

2 months 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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XfinityRay

Official Employee

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3K Messages

Hi there, Blu_G! Thanks for reaching out about getting the device unlocked and for letting us know you have a ticket for this. I apologize for any frustration as we don't we want every experience to be good one! We are happy to further assist you! 

There are a few requirements, then the device should automatically unlock. More than 60 days have to pass since the device was activate. The Xfinity Mobile account cannot have a past due balance. Then the phone cannot be reported lost, stolen, or involved in fraudulent activity.

If you already meet these requirements and it has not unlocked, please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.

Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

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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2 months ago

0

user_7poek6

Visitor

 • 

1 Message

1 day ago

Hey, I’m dealing with the exact same situation and I want you to know — you’re 100% in the right, and you can fight this.

Here’s what I’ve done (and what you can do too):

  1. Filed an FCC Complaint
    Under the FCC’s Consumer Unlocking Policy (Docket No. 13-301), a carrier must unlock your phone if:

    • It’s fully paid off

    • It’s been active for at least 60 days

    • It’s not reported lost/stolen

    ➤ A past-due balance does not disqualify you.
    That’s straight from the FCC:

    “A past due balance alone does not prevent a customer from requesting a device unlock.”

  2. Filed a BBB Complaint
    I included screenshots where Xfinity admits in writing that their denial is based on internal policy — not law. The BBB helps escalate cases directly to Comcast's executive team.

  3. Filed an FTC Report
    While they don’t follow up with individuals, they investigate patterns of abuse, especially for cases involving FCC violations.

  4. Wrote a Legal Demand Letter
    I cited the FCC rules and Massachusetts General Law Chapter 93A, which prohibits deceptive and unfair consumer practices. If they don’t unlock it, I’m prepared to file in small claims or contact the state Attorney General.

  5. Kept Everything
    I have proof of purchase, months of billing showing active use, and screenshots of live chat where reps admitted the unlock refusal is about account balance — not device eligibility.

You don’t owe them anything for the phone. It’s YOUR property. They’re violating federal law.

You’re not alone — and honestly, if they keep this up, I wouldn’t be surprised if a class-action suit comes one day. If you want help building your case, I’ve got templates and step-by-step guidance.

Don’t give up. They’re hoping you do.

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