device unlock

I moved to Alaska and I need to unlock my phone so that I can switch to a local provider, but the Xfinity phone agents can't seem to help me. They tell me to wait 24 to 48 hours while my information is being submitted, but I never get the email with the code to unlock it. I've been trying for weeks but I keep going in circles. My phone is 6 months old and paid in full. I canceled my Xfinity service a month ago and I've been without service ever since because I can't use my new SIM card. What can I do?

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Responses

screenname137

Contributor

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295 Messages

3 years ago

I don't think there is a code to unlock the phone, they do it and it just becomes unlocked - usually within a day. At least all the ones I have done, that's how it worked. For iPhone, go to Settings/General/About and look for Carrier Lock - it should show unlocked if the process worked. I don't know how android phones work, but it is probably similar.

6

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user_44db23

Visitor

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3 Messages

@screenname137 when I put in the new SIM card it reads "SIM card not supported. Ask Xfinity mobile if this device can be unlocked"

3 years ago

CCJodie

Problem Solver

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1.3K Messages

@user_44db23 Hello, sorry for the trouble with the mobile issue. I appreciate you taking time out of your day and want to ensure you're able to get in touch with an Xfinity Mobile expert to help answer your question. Due to account security, our options with XM account are very limited. We're unable to perform any device or account specific requests over this platform. I know you have worked with agents but have you tried calling or text 1 (888) 936-4968, or reached out to our secure online chat at xfinity.com/xfinityassistant/?channel=xMobile where an XM expert is available 24/7?

I no longer work for Comcast.

3 years ago

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user_44db23

Visitor

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3 Messages

I tried the 888 number and submitted another request through them. Two days later I received an email from Xfinity telling me that my account is not in good standing so my request is denied. I called back and the agent couldn't explain. I have a balance of $0. I'm at a loss. I've paid every penny that Xfinity ever asked for, and in return I have a $600 paperweight. I bought a new phone six months ago and I've spent weeks trying to get it unlocked. What should I do now? I can't afford another one.

3 years ago

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XfinityDena

Official Employee

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3.2K Messages

In order to unlock a device it has to meet certain requirements which can be found here https://www.xfinity.com/mobile/support/article/eligible-to-unlock-phone. Once those requirements are met we would need to have the account holder call our unlock team at (844) 963-0011. They will go into the account and verify all is good and they will process the unlock.

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3 years ago

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user_9e50f9

Visitor

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1 Message

After getting the device unlocked would the promotion credit also stop?

If that’s the case than there is no benefit for me to continue with xfinity.

Can you do temporary unlock like t-mobile does?

2 years ago

0

Plan

user_44db23

device unlock

screenname137

user_44db23

CCJodie

user_44db23

XfinityDena

user_9e50f9

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