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Visitor

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4 Messages

Friday, June 23rd, 2023 11:11 PM

Closed

XFINITY MOBILE WON'T UNLOCK YOUR PHONE

I paid off a phone that they refuse to let us take it another carrier. The phone is paid off and was going to be my 11yr old daughter's first ever phone, but Xfinity is refusing to unlock it. I called customer service days ago to ensure that the phone would be unlocked when the sim card from Mint Mobile arrived. They assured me it would be. That was a lie as I've spent hours today on the phone and they keep making excuses ("there's an error, "call back later", etc.) . I'm paying for a plan through Mint Mobile that I can't use because Xfinity won't release our property, and my daughter is stuck without a phone until Xfinity pulls it's head out of it's own you-know-what. Judging by the countless other reviews dating back years, this is an extremely common tactic they use. This company is absolutely deplorable, and I would not recommend Xfinity to anyone. *They'll leave a response telling me to contact them via chat, but they'll still make excuses why they ,magically can't unlock my phone...

Problem Solver

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754 Messages

1 year ago

XM and other carriers generally cannot unlock a phone that is no longer active either because it was replaced, upgraded, or had its phone number ported to another carrier. You should have unlocked the phone before you quit using it. 

Check out this link:

https://www.digitaltrends.com/mobile/how-to-unlock-a-phone-on-every-carrier/

One maybe crazy option would be to add it back as BYOD to XM if it’s still compatible, and then they may be able to unlock it?

Visitor

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2 Messages

I canceled my service. I called said I'm cancelling, got a pin to use to transfer and then they locked it.

Is this some weird punishment?

I am disable and I need my phone. I called them and they promised within 48 hours I would have an email with the code to  unlock but its past that time and no code.

This is unreal. Terrible people.

New Poster

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7 Messages

I have the same problem I have tried three different times I have waited over a week and still my phone is locked

Contributor

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158 Messages

1 year ago

Dave03 is correct... no mobile company can/will unlock a phone once it's been removed from your account. But once removed it can't be unlocked even if you added it back as a BYOD... your only hope is an unlocking company but there's very few that are trustworthy anymore. 

Problem Solver

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754 Messages

@tuffigirl​ Technically a locked phone is locked to a carrier, in this case XM, so you should be able to add the phone back to XM, but not any other carrier. But then again we are speaking about XM and NOTHING is simple or normal with XM as it is a MVNO among other things. 

Official Employee

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1.5K Messages

1 year ago

Hi, @user_5e28cf. Thank you for reaching out and creating a new post. Here on Forums, we can assist with residential services like phone, cable, and internet. We are, however, limited to access to mobile services, mobile phones, and mobile plans. Based on the Xfinity Mobile site here, the phone will be unlocked in most cases within 48 hours of being paid off. 

 

They also provide general requirements like:

"Here are the other unlock requirements to be aware of:

  • At least 60 days must pass since your phone was activated.
  • Your Xfinity Mobile account cannot have a past-due balance.
  • Your phone cannot be reported lost, stolen or involved in fraudulent activity.

If you believe you’ve met these requirements, but your phone is still locked. I would continue to reach out to our mobile team for further assistance. You can reach them by texting or calling 1 (888) 936-4968. You can also chat with an expert here https://www.xfinity.com/xfinityassistant/?channel=xMobile.

1 Message

Bill shit. I have been lied to by Xfinity for a week about unlocking my phone

Official Employee

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1.6K Messages

So sorry that you feel that way @user_ebeb46.  We greatly appreciate you taking time out of your day to voice your concerns and want to ensure you’re able to get in touch with a Xfinity Mobile expert to help get this resolved. Due to account security, our options with Xfinity Mobile accounts are very limited on this platform. We're unable to perform any device or account specific requests over this platform. Have you tried calling or texting 1 (888) 936-4968, or reached out to our secure online chat at xfinity.com/xfinityassistant/?channel=xMobile where an Xfinity Mobile expert is available 24/7?

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

Visitor

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1 Message

Same here. They lie. They won't unlock it. Chatted with them for three days in a row, called them. No result. Phone is paid off on September 4th. Ticket number is <EDIT: Removed Personal Information>. 

(edited)

Visitor

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2 Messages

@XfinityArmand​ Have we tried calling? 

With a locked phone?

I can only make emergency calls. 

I called and cancelled our service. They gave me a pin to use in the transfer but now my phone doesn't work. Says its locked.

I called with my husbands phone and they promised within 48 hrs to send me a code to unlock but that hasn't happened yet and so Im disabled with no phone and no ability to contact anyone. JFC this is insane. It really disgusting behavior and service.

Official Employee

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1.8K Messages

Hey there, @user_a5335b, thanks for reaching out through Xfinity Forums regarding unlocking your device. Were you able to resolve the ticket you submitted?

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

1 Message

8 months ago

I thought I was the only one. My phone was paid off two years ago. I bought mint mobile plan a few days ago and I can't use it because they locked my phone. I was told that it will be unlocked in 48 hours. Still nothing.

I have been chatting with them for three days now.

Sometimes they say that the phone has been unlocked automatically and that I don't need an unlock code. Other times thay say that the code has been sent to the registered email. None if this is true. I am still unable to use my phone.

Has anyone found a solution to this yet? 

Official Employee

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1.6K Messages

Hello, @user_00u7he Thank you for reaching out for help with Xfinity Mobile service, via our Xfinity Forums. To receive customer support to unlock your phone, you'll want to reach out to our exceptional team of Mobile experts. Support information can be found here: https://www.xfinity.com/mobile/support/article/what-type-of-support-does-xfinity-mobile-offer#:%7E:text=Text%20an%20Xfinity%20Mobile%20Specialist 

You can contact our Xfinity Mobile support center via any of the following methods: 

  • SMS Text Message: 1 (888) 936-4968
  • Phone: 1 (888) 936-4968
  • Chat: https://www.xfinity.com/xfinityassistant/?channel=xMobile

Thank you for participating in our community. 

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

2 Messages

I have the same issue. I used all the methods listed above. Visit store, chat, phone call. All lies! They always promised to unlock the phone in next 4-6 hours. After a week, my phone is still locked. Xfinity , please stop providing false unlock phone guidance on your website. The store employee also told me it is illegal to lock phone after the phone is paid off. 

5 Messages

I had the exactly same issue.

After I paied off, I waited for two days according to their document, but it was still locked.

I called XM customer care, they gave me bunch of unlock codes, but all did not work.

One of agent told me, "it must be unlocked in next 24 hours", and this was already 4 days later.

I contacted cusotomer care again, and they asked me to visit xfinity store, and agent promised me they can unlock my phone.

It's not suprise that even store agent could not unlock my phone, and they called back to the other department again.

Now, they said, it's filed a case, please wait for the next 48 hours.

XM's unlocking system is obviously broken for it.

Not just the system, agents are inconsistent answers made me really crazy.

Some agent gave me a code which did not work, some agent told me they can't generate unlock code and I should wait for 48 hours.

After 48 hours, another agent told me it will be unlocked 24 hours.

After 24 hours, please visit Xfinity store, and then Xfinity store employee contact their customer center again asking me to wait another 48 hours.

Why they answered all different?

Where is the fact of my phone's status??

Everytime when I contact customer care about it, what they said "it's already unlocked in our system".

5 Messages

@user_0f32n5​ Did you resolve this problem?

Can I ask how you can unlock your phone if you resolved it?

Visitor

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2 Messages

6 months ago

When you contact them via chat they tell you to contact them via phone then out you on hold for hours. I’m at 1 hour and 44 minutes today. Hung up after an hour yesterday. 

Official Employee

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913 Messages

Thank you for reaching out to us here @user_3eee3e. If you have not been able to resolve that issue with the Mobile team at the https://www.xfinity.com/xfinityassistant/?channel=xMobile site I will be happy to look into that further from here. Could you send me a direct message with the full name and complete address for your service? 

To send a direct message [private message]:

   Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging

   Click the "New message" (pencil and paper) icon

   The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.

   - As you are typing a drop-down list appears. Select "Xfinity Support" from that list.

   - An "Xfinity Support" graphic replaces the "To:" line.

   Type your message in the text area near the bottom of the window

   Press Enter to send it

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

1 Message

6 months ago

Having the same issue, they say its unlocked however its not 3 day running of trying to get corrected,meanwhile no phone.Thanks xfinity, i use for my business and cannot receive or make calls, I guess you are going force me to buy a new phone with the other company. I would never recommend you.

1 Message

5 months ago

I am waiting for more than 2 weeks with no resolution for two iPhone 13s. All Xfinity people are lying -telling  they have unlocked the phones. Numbers were ported out to Mint before unlocking requests were made. We had no idea that the phones were still locked after paying off in August, 2023. Xfinity retail store agent gave us two new temporary numbers hoping that would help the unlocking process from Xfinity's end, but nothing happened. Finally, I had to remove those temporary lines to avoid monthly charge. Now we are back to square one. Filed a complaint to FCC, and received a call from Xfinity technical person thereafter. The lady who called me seems knowledgeable and she told me to wait for 48-72 hours. Now I am waiting for 5 days after that call with no reason to believe that they will unlock the phones. Xfinity is possibly the biggest liar in the cell-phone industry. We are thinking to file complaints again to FCC. Feeling helpless and hopeless.

(edited)

Problem Solver

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1.3K Messages

@user_l15tbj Hi there, I would like to take a closer look at this for you and see if we can get someone to help. Please send us a direct message with your full name and service address. 

 

Here are 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 no longer work for Comcast.

Visitor

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2 Messages

@user_l15tbj​ I am now going thru this same situation. I've chatted about 5 times online, all tell me different things. They opened a ticket and 'escalated' the issue and the reply I received was they can't unlock the phone for me with no reason in the email. So I went  back on chat and asked what is status of ticket and they said some bs about 60 day activation. I've been with them over 3 years. Then they said it was already unlocked when it clearly is not. When I started asking more questions, strangely enough my internet connection (which is also xfinity) started bugging out on me so I couldn't continue the chat - this happened twice and was the only time I had issue with the internet. Once I am able I will be switching my internet provider, I can't trust them anymore. I've been a loyal customer for years and this is how I'm treated. I also will be filing a complaint with FCC as I feel they are holding my phone hostage and I need to use it for work in a couple of days. My only choice is to buy a cheap phone to use temporarily until I get this resolved. Have you had any luck with getting your phone unlocked?

Official Employee

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530 Messages

@mobileuser8 Hello, I am happy to be of assistance. Can you please send us a DM. You can start by clicking the chat icon located in the top right corner of your forums' page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions. 

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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