Visitor
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1 Message
Xfinity won't unlock my phone Even after paying off phone and having met all guidelines.
I want to switch to T-Mobile. I paid off my phone and been with Xfinity for a year. I have contacted Xfinity support almost 15 times already and about 10 chats with them and they keep saying that the device is already unlocked but here on my end, the device keeps saying that is still lock. I even call Samsung and it's showing lock to Comcast. Idk what else to do. I bought this phone from Xfinity store about a year and is just not working.
XfinityAdrienne
Official Employee
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1.9K Messages
3 hours ago
Good Morning, @user_absxe8! Thank you so much for taking the time to reach out to us here on the Xfinity Forums! I am very sorry to hear about the experience with the device showing locked, though it was paid off. I would be more than happy to look into the account further, and ensure we get you to the right team to make sure the device is unlocked fully. Can you please send us a DM to get started?
Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forum's page.
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
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