Xfinity Won't unlock my phone

I am also having the same issue with the case number [Edited: "Personal Information"]. I paid off the full payment for the device more than a month ago and they did not unlock the device yet. I've been reaching out via call, live chat agent and even visited the Xfinity mobile shop. They come up with ridiculous excuses every time, keeping me waiting on the chat and calls, and haven't solved yet. I'm getting the same feeling that they are intentionally deceiving their customers. [Edited: "Solicitation"]

@user_yfwsj7  Thanks for reaching out about your unlocking your phone concerns. Our apologies this process has taken longer than usual. While our team can help with a wide variety of concerns, due to account security, our options with Xfinity Mobile accounts are very limited. We're unable to perform any device or account specific requests over this platform--this includes billing, sales, device questions, etc. When was the last time you contacted our mobile team at 1 (888) 936-4968?

I'm having the same issue. I'm on day 5 with no service, at least 2 tickets created. My bank has suspended external transfers because they can't resolve my phone number. I've called and chatted every day with somebody different who assures me it will be unlocked by the end of the day. Nope. Somehow my daughter, who is also on my account, was able to get her phone unlocked (post number transfer) by the second day, but mine is still stuck in limbo for who knows why. We have the same iPhone 13 Pros and both bought and fully paid off our phones from Xfinity well over a year ago.

I filed a complaint with the FCC because if you do a google search you can see this has been an ongoing issue with Xfinity for years, and they've done NOTHING to improve it. They don't even bother posting any warnings like "PLEASE MAKE SURE TO UNLOCK YOUR PHONE BEFORE ATTEMPTING TO SWITCH CARRIERS". Instead they'll let you do it and then hold you hostage for days with no service. Never using Xfinity again for anything.

That's insane.  We were aware of the unlocking before switching carriers issue, but I have a couple of problems with that: Verizon attempted to port the phone before we were ready, and honestly things just happen, it shouldn't create a completely unsolvable problem for Xfinity.  That is a very standard issue that comes up constantly.  The second thing is that their website provides guidance on phones being unlocked, and it states that phones will be unlocked within 48 hours of them being paid off (with a few exceptions, none of which applied).  So we shouldn't have to be checking on long paid off phones, they say themselves they will be unlocked.

Also as a fix:  If your phone has already been ported....what they ended up doing was assigning the phone a temporary number, and then they were able to instantly unlock it.  Took a couple hours to go through.  It's wild that the fix is so easy, but they won't escalate it to the team that can do that until you've been waiting for 5 or 6 days.    

We have a new problem now....one of our watches still hasn't ported.  It has never had any payment on it.  Verizon is claiming Xfinity just hasn't given up the IMEI yet, so they cant add it.  What a mess.

Same problem. My phone has been paid off for over a year, I chatted with an agent to ensure my phone was unlocked a week before changing carriers. Now guess what, I put the new SIM card in and my phone won't connect to the new carrier's network because it's still locked. I've talked to four different Xfinity agents today, the first three insisted my phone was unlocked, but finally the fourth one admitted it was still locked and gave me the "wait 24 hours and we'll get it unlocked" [Edited: "Language"]. I can guarantee it won't be unlocked tomorrow and I'll have to go through all this again. Xfinity customer service is abysmal. I've been straight up lied to by I don't know how many agents at this point. They lure you into their ecosystem with low introductory rates, then more than double the charges and make it next to impossible to get out of the ecosystem. Never again will I use Comcast for anything.

well here we go....they will not unlock my phone. They keep transferring me to different customer service reps. 

I am having the same problem! I have been trying to switch carriers since I have had a lot of trouble with receiving incoming calls on Xfinity mobile (people would tell me they called and I would have no record of it on my phone). I was told on 2/16 that my device would be unlocked in one week and my device payments would be waived. Then two days ago I was told it would be another 24 hours. Then yesterday I was told it would take 2-3 more hours and it would be unlocked by 8:30 pm. When it wasn't and I called again I was told I had to pay off the device first. So I did pay off the device and was told it would be another 24-48 hours and that I would receive an email when it was unlocked. This morning I received an email from Xfinity saying it was unlocked, but after trying multiple times and contacting my new service provider I learned it was still locked. I received another email from Xfinity saying they were unable to process the request to unlock the phone. I have been in contact with Xfinity since then and have gotten a bunch of mixed responses, from telling me again that it would be unlocked within 24 hours to telling me that it won't be unlocked until March. I don't get how so many Xfinity mobile representatives are allowed to lie to customers, especially when it's something this important. It's now been over a week for me without any cell service.