Visitor
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2 Messages
Xfinity says phone is unlocked but phone is LOCKED
I initially bought an iPhone 13 with xfinity years ago. It became damaged and I used my apple care plan to get a new one. I’ve since paid off the phone and am now looking to switch carriers due to xfinity promising me $500 trade in credit for another phone and then later denying it and only giving me a $280 credit.
As I am going through the process of changing carriers, my iPhone 13 states carrier lock, sim lock. When calling xfinity they insist that it is unlocked. I have conferenced called with the new carrier who informed them is it NOT UNLOCKED AND Xfinity said there is nothing they can do. I paid $1,300 for a phone I now cannot use. I refuse to continue using Xfinity going forward due to these two instances.
In store they are not able to help me and when I call, they rush me off the phone saying they’ve put in a ticket (which has failed 4 times already) or just hang up on me.
How can I explain to them that my phone is still locked? I have two IMEI numbers but they refuse to try anything different to help me.
XfinityRichard
Official Employee
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2.8K Messages
5 months ago
Hi there, @user_tqebsj ! Thank you so much for reaching your Digital Care team. I appreciate your patience while you waited to connect with me. I'm very sorry for the trouble you are experiencing trying to get your phone unlocked. Please be assured you reached the right person to assist you. Can you please DM me your first and last name, along with your full service address so that I can assist you further.-Richard
Please send a private message by clicking the direct messaging chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section.
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Degravitized
Visitor
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2 Messages
5 months ago
I've been dealing with the same thing today.... I bought a samsung s23 ultra.... paid in full from samsung.com... it was factory unlocked with tmobile.... I switched to xfinity mobile and transferred my insurance to them as well.... drove over my phone with a forklift.... did an insurance claim and received a replacement device about 11-12 days later..... the bad customer service,delays and processing time made me want to leave the carrier even more.... I was dealing with the call dropping all the time.... but the rest of it made me abandon xfinity.... I ported all my numbers back to tmobile.... just to find out that, the replacement assurant sent me is xfinity carrier locked.... been on the phone with xfinity over 8 hours 2day alone.... I finally went to the store today and created a ticket.... they says it should be unlocked withing 2days.... I replay to this if its valid..... sorry for what your going through.... we are sharing the same pain
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user_acqv0h
Visitor
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1 Message
6 days ago
This is such a big issue why isn't xfinity doing something about this, this is one reason why I completely left xfinity mobile, now I am trying to get my phone unlock and each and every time I call them they are telling me the phone is unlocked, this is the absolute worse frustration/stressful. Even when I go into the store they are not helpful in Largo Maryland.
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Thehallguy
Visitor
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5 Messages
2 days ago
I have an s23 ultra that was purchased thru rexi resale (I was an xfinity employee then) so the device was always paid off, no past bill and the phone was activated over a year. Everything i call they say the phone is unlocked. I've visited stores, had 4 separate tickets created and the phone is still locked. When I go into the store they see and acknowledge it is because they can't activate it either. I have tried xfinity mobile, visible and verizon. I have screenshots that show. They say they can't unlock it because they couldn't find the purchase number when as recently as 2 weeks ago it was active on xfinity mobile. Since I no longer have access to my old company email I can't get the purchase number.. is there another work around that anyone knows??
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Thehallguy
Visitor
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5 Messages
2 days ago
Unfortunately I'm dealing with the same thing with an s23 ultra right now
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