New Poster
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7 Messages
Device Unlock taking forever
Hi,
I am not sure if it's a sort of black hole where all the request go but I am surprised the way things happened. I have to go out of country in some time and there I have to use a different sim. I luckily start requesting for the phone unlock and till date I have contacted the service team thrice and each time they update me in 48 hours I will receive a mail with the unlock details. But still after 9 days of waiting and trying no update on the same.
Not sure what to do or whom to complain, but it's definitely make me disappointed
DaveO3
Problem Solver
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755 Messages
3 years ago
When I had XM unlock my iPhone they said that they would notify, but they did not. However, when I checked my iPhone a few hours later, under Settings, General, About, the Carrier Lock setting had changed to “No SIM restrictions”, meaning that my iPhone was now unlocked.
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user_8c140d
Visitor
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3 Messages
2 years ago
We have now been dealing with this for almost a week. We requested our phones to be unlocked a week ago and they still have not been unlocked. We have had no help from customer service other than an email being sent as a priority. We are currently without phone service and cannot go to another service until the phone is unlocked. This is extremely fraudulent and pathetic. do not go with Xfinity mobile if you are deciding on a phone provider. This has been a horrible experience. We called the number listed from @XfinityDena and it got us nowhere. We are still waiting on our phones to be unlocked.
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jlczuk
Contributor
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24 Messages
2 years ago
When you call any of these numbers anyone gives you, your best chance of success is demanding to speak with a supervisor. If that doesn't work, demand to speak to the supervisor's supervisor. Escalate the hell out of it.
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Petrushka
New Poster
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2 Messages
2 years ago
At the Xfinity store today, the representative said that a request was put through to unlock my phone and we received an email from Xfinity that said:
We received your request to unlock Lawrence's SEA Galaxy S21 5G Phantom Violet 128GB New Retail Box Kit, and we've now completed our part of the process. Make sure your device is powered on and connected to the internet (cellular or Wi-Fi network).
Once the carrier lock is removed, you'll get a notification directly on your phone. This will take about 30 minutes.
Of course, the notification never came. I just spent an 1.5 hours on the phone with the Tier 2 Advanced team and they say that the unlock is still pending and that the email we received was a LIE. The Tier 2 advanced team member says there is no telephone number to the unlock team. Only he can contact them. As has been mentioned by many people, the whole process borders on a SCAM.
Personally, I have never received a correct answer from any Xfinity customer service representative, and, unfortunately, that is not an exaggeration. I am still waiting for something good to happen.
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user_a2f07e
Visitor
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5 Messages
2 years ago
going through this currently. i’ve called 3 times, and talked to over 7 chat agents. promised first, 24 hrs, then 72 and THEN 12. absolutely NOTHING. i’m paying for a whole other carrier i can’t even use because of this [Edited: "Language"]. paid over a grand for a phone and i don’t even have the rights for it? pathetic! [Edited: "Solicitation/Language"]
(edited)
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