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user_35351e
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Originator

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2 Messages

Friday, October 21st, 2022 11:31 AM

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Unlock My Phone

It is going on day 3 of my locked phone. It is fully paid off and I received an email stating my phone is unlocked from XM.

However, in the email it states "my phone" will notify me when it's unlocked. 

Is this XM relinquishing all responsibility from unlocking my phone?

What can I do? The store and customer service via phone are telling me different stories. Feeling very helpless.

Question

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Updated 

2 years ago

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CCEdgardo

Problem Solver

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513 Messages

3 years ago

 I appreciate you taking time out of your day and want to ensure you’re able to get in touch with an awesome Xfinity Mobile expert to help get this resolved. Due to account security, our options with Xfinity Mobile accounts are very limited. We're unable to perform any device or account specific requests over this platform. Have you tried calling or texting 1 (888) 936-4968, or reached out to our secure online chat at xfinity.com/xfinityassistant/?channel=xMobile where an Xfinity Mobile expert is available 24/7?

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user_35351e

Visitor

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2 Messages

@XfinityEdgardo​ 

Thanks.

Yes, yes I did and after 4 days I was still getting the same answer, Xfinity will submit a request for my phone to be unlocked and wait another 24 hrs. I believe it wasn't until i asked for help via social media and the help of a friend's in-law extremely high up in Comcast business, my phone was unlocked.

This was a horrible experience. 

3 years ago

XfinityEva

Official Employee

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1.6K Messages

 

 
Thank you so much for giving them a call and I am glad to hear this was taken care of for you. I apologize the experience and if there is anything else we can do to make it better please let us know. We are here to help 24/7. 
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

3 years ago

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