Xfinity won’t unlock my phone

I’ve been trying for a month to get xfinity to unlock my phones. Never an issue in the past, I’d message support, they’d ask for the ID number on the phone and then all done. Now I’ve talked to a dozen support people and they either tell me “it will automatically unlock once the phone has been paid off and you update to the latest firmware.” Or you can contact Apple support and they will unlock the carrier for you”. I contacted Apple support and they said all of that is a lie and that only xfinity can unlock my phones carrier. So can someone for the love of god give me a drirect link to someone that can actually help me because right now it feels like my device is bricked and being held hostage by xfinity.

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NoNoBadPuppy

Problem Solver

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734 Messages

3 days ago

If your device is not paid off, then they own it, and will not unlock it. If you want it unlocked, you have to pay it off.

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user_ngepve

Visitor

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1 Message

2 days ago

I'm having the same issue. I went from it being no problem, to now my account shows that I don't have ANY lines.

I haven't been able to get a hold of a customer service rep. (I've tried calling but my phone service doesn't seem to work with 1800 numbers) so the agents just hang up on me. The AI sends me in circles. And the number they have on the website to speak to an account specialist, which says to call after a couple of days (days in unnacceptable btw) of issues, just rings indefinitely and hangs up after 5 minutes (I've tried many times)

I own my phone (I bought it from a third party). They legitimately seem to want to make this as difficult as possible, so you don't leave out of sheer inconvenience. :(

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XfinityBillie

Official Employee

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3.6K Messages

user_ngepve Thank you for taking the time to reach out to us here on our Xfinity Forums. Just to clarify, are you having an issue unlocking an Xfinity Mobile device, or activating your services with us? The more information you can provide, the better we will be able to assist you.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

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11 hours ago

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XfinityDilary

Official Employee

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2.8K Messages

1 day ago

Thanks for posting on our community forums for assistance, Jimmyh2342. I'm sorry to hear about your experience when trying to unlock your phone. I know how frustrating this must be, and I'd like to help. Have you checked our "How do I unlock my Xfinity Mobile phone?" article for more information on the requirements? Do you meet all the requirements? If you do, and your phone remains locked, we can help further. Could you please send our team a Direct Message with your name and service address? Our team can take a further look at this issue.

To send a Direct Message:

Click "Sign In" if necessary

• Click the "Direct Messaging chat" icon

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that appears. The "Xfinity Support" graphic replaces the "To:" line

• Type your message in the text area near the bottom of the window

• Press Enter to send it

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Devices

Jimmyh2342

Xfinity won’t unlock my phone

NoNoBadPuppy

user_ngepve

XfinityBillie

XfinityDilary

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