Contributor
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33 Messages
New Number Lock Feature to help Prevent SIM Swapping Fraud
I just discovered this: How to turn on or off a Number Lock - Xfinity Support. I believe it is a new feature. Has anyone any experience with it or additional information? For example, can support center staff bypass the lock? It would be good to have additional detail on how reliable this lock truly is. SIM swapping fraud continues to increase.
Apparently, Xfinity introduced this feature in response to new FCC requirements.
SgtHowl
Contributor
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33 Messages
6 months ago
Here's additional information from Xfinity: New Ways We’re Keeping You Protected from Mobile Fraud (xfinity.com). There's a paragraph in there that really worries me: "If you're an Xfinity Mobile or NOW Mobile customer, you can enable Number Lock on Xfinity.com or the Xfinity App, via Xfinity Assistant, or through an agent."
An agent can enable Number Lock for you! Can an agent also disable Number Lock for you? Hopefully not without you having to login to your account using username/password/2FA.
I sincerely hope that an Xfinity representative can clarify this issue. Thank you.
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SgtHowl
Contributor
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33 Messages
6 months ago
Here's what an Xfinity Communities Manager told me. This is encouraging to me - seems like a definite improvement.
"Number Lock can be activated online, through the Xfinity app, or at a Xfinity retail store. When Number Lock is enabled, customers cannot port their number to another service provider or perform a SIM swap. To disable it, customers must use the Xfinity app, the website, or visit a Xfinity Retail Store for identity verification.
"In summary, whether turning Number Lock on or off, there are three ways to do so: through your account on the website, via the Xfinity app, or by visiting a Xfinity retail store. Both the website and app require secure login with your account credentials. If done in-store, a strict identity verification process, including presenting an ID, is required before any changes can be made."
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Trekdc
Regular Visitor
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5 Messages
4 months ago
The support article How to turn on or off a Number Lock - Xfinity Support was specific in the steps to follow. Unfortunately, on my iPhone there is no Line management section or anywhere elsel to initiate a number block. Is this some phantom feature?
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user_0ncpx8
6 Messages
2 months ago
I tried to lock phone in app, and it would not work! When you push button, it says its locked but when you go back it says not locked. Tried support but got sent overseas and they said they would escalate it which means you never hear from them again-They hung up.
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user_0ncpx8
6 Messages
2 months ago
I tried the number lock on xf app, it would not work! It says, 'lock phone number' and when you push it, it says 'your number is locked'. You are supposed to get an email verification also. Well, when I go back, it says, 'lock phone OFF.' No email either. How do you get it to work.
Called 1-800 # and connected overseas. They say they will 'ESCALATE....' which means they are about to disconnect. They hung up.
What do I do to get my phone locked when it doesn't work on their app?
Denny.
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user_0ncpx8
6 Messages
2 months ago
I have tried to enable 'lock phone' feature in Samsung Galaxy A15 5G and it doesn't work in the Xfinity app! How to get it to work. Also, There is nowhere to do this online either, I have looked and searched, and the explanations don't work. What's wrong? This is supposed to be a mandated feature by the FCC.
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user_19kjl0
2 Messages
1 month ago
Here's MY question about number lock. When I want to USE my phone, does it add steps? Can I still just pick the phone up, enter my login code or fingertip, and use the phone?
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user_0ncpx8
6 Messages
27 days ago
The 'lock phone' feature would not allow me to lock phone. However, I believe it may be that XFINITY locks it in all phones at their end even though it says mine is not locked! It still says, 'not locked'.
I went to the Xfinity store (make appt.) and they look it up on an iPad. They told me it is locked, and I asked them to give me a printout. They did and it says locked.
I went home and got on the Xfinity app (the app on my windows COMPUTER, not phone app). After signing in it says 'wait-gathering account info'.
Then at the top are 4 tabs. The third one is "DEVICES'. I pushed that and then you get a screen with a picture of a cell phone, your name, phone number. Below this it says phone lock is activated. On the right it says something similar.
IMPORTANT: Try the app first to see if it is actually locked. Then make screenshots for copies and also print it out for records.
This way you can skip the appointment.
If it says 'OFF' then there should be a button to turn it on.
If all that fails, go to the XFINITY store and show them on your phone that the feature doesn't work and ask it to be turned on. Then ask for print out.
DennyBoy.
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