Visitor
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3 Messages
Phone is locked STILL
I have been trying to unlock my phone with Xfinity since NOV.I have paid off the phone and qualify to unlock my cellphone per your website.I have received emails saying the cancelation is completed and also an email from Xfinity stating "your device is locked". The phone number transferred fine but the phone is stuck. lI have informed customer service reps that the phone states " Phone is locked and to contact them".My new carrier has reached out to Xfinity as well to let them know the phone is still locked to the Xfinity network.Xfinity's only response to having it unlocked is to contact Samsung who makes the phone. I have contacted Samsung who states they have nothing to do with network locks seeing it is put on by the phone network provider. I have informed the previous phone and chat reps of this and provided screenshots of the conversation I have had with Samsung and what the phone is stating yet I have got nowhere. When I bring up that Samsung states it is Xfinity that has the phone locked I get hung up on by agents or my chat conversation end.
CCJodie
Problem Solver
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1.3K Messages
2 years ago
@sincerelyjess Hello, very sorry to learn about this situation with the mobile phone. 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 resolve this. Due to account security, our options with XM accounts are very limited. We're unable to perform any device or account specific requests over this platform. You mentioned that you have been over the phone with us. 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?
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user_6c9196
Visitor
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1 Message
2 years ago
I have called the number you listed above and have been promised repeatedly that the lock would be removed in 48 hours, yet here we are a week later and still no progress. I just don't understand what is going on. Are you grossly understaffed or just hoping that people will give up? If that is the case, I would like to be reimbursed for the cost of the fully paid phone so I can get other service and a new phone. This is just beyond ridiculous.
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Metalmitch9
Visitor
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1 Message
2 years ago
I'm having the same problem. I moved and switched to spectrum mobile because Xfinity isn't available here and spectrum checked my phone and it says unlocked. I paid my phone off months ago and their website clearly states phone will be unlocked 24-48 hours after final payment unless you don't meet a few requirements which none of them apply to me or my situation. Multi billionaire dollar company and they're taking advantage of and causing stress and time/money lost to people that have paid their bills for years. Extremely frustrating. My phone is useless besides internet. Thanks.
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