Visitor
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1 Message
Xfinity Saying Phone is Unlocked but it's Locked
I have been trying to unlock my old iPhone 8+ that I used with Xfinity for over the last six weeks and it still shows SIM locked. This is completely unacceptable and I am very frustrated. This phone has been paid off for years, in fact I have not even been with Xfinity in over 3 years, so there is no reason for it to still be locked. It is supposed to be unlocked within 48 hours after paying it off, well it’s been over 3 years since I left Xfinity and it is still locked.
I have spoken to Xfinity customer service at least 6 or 7 times and spent many hours of my time since mid June and every time they tell me it will be unlocked within 6-24 hours, however nothing has worked. I have received emails and reference numbers in relation to this issue, but again it is still locked.
I spoke with customer service again yesterday and they again told me it was unlocked and that a factory reset would show it unlocked. However I just did a factory reset for the 5th time and when it opens up again and I go to settings it shows Carrier Lock - SIM Locked.
Each time I confirm my IMEI with customer service however when I reached out to Apple they said my IMEI was still locked. What is going on? Is Xfinity unlocking some other phone related to that IMEI?
chiefk60
Visitor
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3 Messages
1 month ago
Same problem here pretty sad when it's the wrong device and they can't tell us why it's saying that you know
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XfinityThomasC
Official Employee
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2.8K Messages
1 month ago
Hello, @user_2orj89 sorry for this inconvenience. Could you please send our team a direct message with your full name and full address? To send a direct message:
1. In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon
2. Click the "New message" (pencil and paper) icon
3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)
4. Type your message in the text area near the bottom of the window
5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!
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XfinitySara
Official Employee
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2K Messages
17 days ago
@user_2orj89 - I am so glad to see this has been resolved by our Xfinity Mobile Executive Resolutions team! Thank you for allowing our Digital Care Team the chance to help by submitting another ticket on your behalf, following up until we knew everything had been addressed. Do not hesitate to create another post down the road if any other questions or concerns arise, and we'll always be here for you!
(edited)
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