Visitor
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2 Messages
Unlock phone / switch carriers
I have been trying to get in touch with someone to unlock our phone for over a week! Still no code has been sent, this is severely affecting my business I'm losing out on money because I can't even use my phone. All we want is to switch our service and have paid our phone in full and our bill. There's no reason our phones should be going through all of this just to switch service! We've talked to multiple associates an all we're told is to wait that there's a delay... There's no way theres a delay for a simple code this long. Obviously many others are having this issue as well. All we want is to use our new service but we can't because our screen says the device is locked and needs a code for Xfinity mobile to unlock it to use. This is RIDICULOUS! My wife and I have been without phones now for a week unable to communicate with our kids or anything, when we have another service we jus paid for! It's like you guys are doing everything you can to push this further and further to keep us locked and I will not pay another months bill for phones we can't use just to switch over carriers. I want my phone unlocked now! I need to speak to someone that is head of Xfinity to resolve this or I'll be forced to demand this with an attorney.
CCChristopher
Problem Solver
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577 Messages
2 years ago
@user_e25d8c Hello and thank you for reaching out here over our Xfinity Community Forums. I am so sorry to hear that you have been experiencing these issues getting your Xfinity Mobile devices unlocked.
Our Xfinity mobile service actually has its own specialized support team, who are specially trained and equipped to assist with any Xfinity mobile related questions or concerns. For Xfinity mobile assistance or help regarding your Xfinity Mobile cell phone account (which is a totally different billing system than we have access to here), I would recommend reaching out to our incredible Xfinity Mobile support team, and they would be more than happy to assist you in getting these device questions and concerns resolved once and for all!
You can reach our Xfinity Mobile support experts by calling or texting 1 (888) 936-4968, or via our secure online chat at https://comca.st/3QLkqKG where an Xfinity Mobile expert is available 24/7.
I also found that in order to unlock a device there are certain requirements which must first be met, 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, and they can assist further in getting the device unlocked, if possible. If you have already gone through all the steps above, it may just need some time, as I understand the process can sometimes take some time.
I wish you the best of luck in getting this resolved as quickly as possibe, and please let us know if there is anything else we can do to help. We are also here 24/7 and always more than happy to help a valued member of our Xfinity family in any way we can! -Christopher
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