1 Message
Xfinity won’t unlock my phone
I have a device, It was a replacement device from assurant. I have been going round and round in loop since I paid off my phone last month. I didn’t know my phone was unlocked until I requested to move to different plan. As per Xfinity they said it’s unlocked from their end. I don’t know how can phone be unlocked from their end and locked in my ene. They said they created ticket and is investigating 10 days ago. But everytime I call, they say they are looking into it and will call me when fixed.
XfinityMarcos
Official Employee
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2.2K Messages
1 month ago
Hello user_oqkfi1, thank you for being so detailed in your post and for coming to our Forum for support. Since you mentioned you have an open ticket, I'd like to review where things stand. In order to get started can you please send a direct message to Xfinity Support with your full name and full address by clicking the chat icon in the top right? Here's 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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Blu_G
4 Messages
1 month ago
This is the bs situation I am going through, my phone was paid off October 20th 2024, I got a replacement from Assurant on February 6th 2025, I requested them to unlock my phone since I own it, I keep getting the run around that it's not possible, and I don't meet the eligibility due to not having it active for 60 days; I have literally had Xfinity Mobile since 2019, so I don't know why they are so dumb to unlock my phone when I did my part and they refuse to do theirs.
The Indian customer service is absolutely atrocious in every possible way, I have spent over 8 hours with 12 different chat agents, and they keep saying the forget to document that it's a replacement, it's absolute dog [Edited: Language] customer service.
(edited)
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