Visitor
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4 Messages
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...
DaveO3
Problem Solver
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755 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XM and other carriers generally cannot unlock a phone that is no longer active either because it was replaced, upgraded, or had its phone number ported to another carrier.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?
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tuffigirl
Contributor
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160 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.
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XfinityVianney
Official Employee
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1.7K 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:
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.
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user_00u7he
1 Message
10 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?
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user_3eee3e
Visitor
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2 Messages
9 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.
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user_j7e9y3
1 Message
8 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.
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user_l15tbj
1 Message
8 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)
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