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dmu1
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14 Messages

Sunday, September 28th, 2025

"Live" agents

Began to talk an Xfinity mobile agent today about unlocking my phones. It was ok in the beginning. Then he/she had some trouble on a promotion and transferred me. The second guy said he was in the internet billing department and quickly disconnected. Then I was transferred to another 3 or 4 agents and I had to repeat myself again and again. The 6th one said he was in internet billing again. So I gave up.

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11 days ago

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XfinityNatalie

Official Employee

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407 Messages

20 days ago

Greetings, dmu1! We appreciate you reaching out with your mobile unlock request. We are right here to help you with this matter and I do apologize for any frustration you may have experienced from your previous attempt to receive support over the phone. Not to worry, our Digital Care team will get to the bottom of this matter for you once and for all!
Before we begin, I would like to confirm a few important factors for the mobile unlock eligibility. Please confirm after reviewing below that all requirements have been met for your eligibility. Please keep in mind also that only the account holder, Primary user, or a Manager on a phone’s Xfinity Mobile account can request to have it unlocked.

  • Your phone must be activated for at least 60 days.
  • The phone must be paid in full.
  • Your Xfinity Mobile account cannot have a past-due balance.
  • Your phone cannot be reported lost, stolen, or involved in fraudulent activity.


 

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dmu1

Visitor

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14 Messages

Thanks for the reply. I actually tried with another agent later who helped me unlock one of the phones, while the other remains locked. I can confirm that all the conditions you listed are met.

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20 days ago

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XfinityMarshante

Official Employee

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598 Messages

Hello @dmu1, thank you for confirming that all requirements have been met. What kind of phone are you trying to unlock? 

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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20 days ago

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dmu1

Visitor

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14 Messages

Can we chat privately @XfinityMarshante 

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13 days ago

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XfinitySara

Official Employee

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2.1K Messages

Sure, @dmu1. We can take a closer look at things and help in any way we can! Could you please send our team a direct message to continue?

 

To send a direct message:

  • Ensure you are first signed in, then you will see a chat box icon at the top right of your page. Click that or follow this link here: https://forums.xfinity.com/direct-messaging
  • From there, click the 'New Message' icon. In the 'To' field, type 'Xfinity Support'.
  • Type your message in the text area that appears at the bottom of the window and hit enter to send. An official employee, such as myself or whoever is first available, will respond.

To expedite your request, we ask that you please include your name and the service address alongside a detailed summary of your request/question. Thank 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 days ago

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