Unlock phone

@XfinityThomasB​ - honestly, 2 of the 3 extra requirements are ridiculous.  The ban on devices reported lost/stolen makes sense as it is intended to protect the user/owner, the integrity of any ongoing investigation involving the device, and to guard retailers and insurers against someone discharging their remaining balance owed by claiming the collateral is unavailable.

60 days from activation of a device?  How about 60 days since the activation of the line the device is assigned to.  I mean, if I am upgrading my device, my customer history should be something that can benefit me.  And remember, the device still has to be paid off, and every single promotion any carrier offers seems to carry the disclaimer that if you don’t stay for “x months”, penalties may be imposed.

Most egregious is the past due balance.  I realize that there is likely a section or clause in the myriad of terms & conditions we customers agree to get service that grants Xfinity the power to refuse the unlock on a fully paid device, but once an item is paid off, it’s the purchaser’s.  Its functions and usage are for the owner to oversee.  If a carrier doesn’t want to provide service that is their (or Xfinity’s) right.  If an owner has a past due balance, debt holders have several legal and ethical options to seek restitution.  Xfinity or any carrier/service provider might have the power to prevent a debtor from taking their device to a competitor, but in my opinion, exercising that power is unethical.  Let me give you an example:  a long-time, loyal Xfinity customer is with XM.  They have had their device for 2 years and they paid in full at time of activation instead of paying over time via their XM bill.  Customer loses their job.  Time goes by and all of a sudden they accrue a past-due balance with XM.  Now, they realize that they can’t afford any luxuries so they cut their internet service, but now XM is just going to charge more and they are already in arrears, so they figure, “Well, I’ll port my phone over to a prepaid carrier like TracFone for now, and when I can afford it again I’ll just go back.”  They ask Xfinity to make sure their device is unlocked.  Unfortunately, due to unknown reasons, their device was never unlocked when it could have been.  Now, Xfinity won’t unlock it.  This formerly loyal customer is told, “Sorry, past due balance.  We cannot unlock it.”  This is a blatant lie.  Xfinity can they just refuse to.  The issue is, that the customer can’t afford a new device for their new carrier — that was supposed to be temporary — and Xfinity is holding their current device hostage by preventing anyone else from providing service.

Please pass on to your chain of command my assertion.  Maybe it will spark someone that can implement change into action.

@sraym5​ I agree 100% with the phone needing to be an Xfinity phone and being paid off and not being reported lost or stolen. I understand the requester needing to be an Xfinity customer and account being up to date. But the idea that you needing to be the original purchaser I don't understand. No other carrier does that. I have talked to many Xfinity people and I got no where. I will be switching carriers ASAP and I don't plan on coming back. And if I had another option I would drop the TV service too.

I called everyday to follow. Customer service is extremely polite but I feel they say whatever they need to say to make you feel better. I started taking notes with dates, times, and names of who I spoke to. I requested supervisors each time. They last guy explained to me the steps that it takes and apologized for the other people that made false promises. I started the porting process on their web site which disconnects your service. It then takes them longer to unlock the phone on a disconnected phone. I explained how I followed the steps on THEIR site to port a number, and their site states it should automatically unlock after paying the device off. All of this information is false and their site should really state to call and unlock 1st because it will never be done. Keep calling everyday, take names and speak to the person highest up. 

Hello @user_7lx02k, I'd love a chance to work with you on your device unlock concern. In order to get started can you please send a direct message to Xfinity Support with your full name and full address by clicking the chat icon in the top right?

I have the exactly same issue. I have contacted a finite so many times to unlock. But never happen. All customers having the same experience should let social media know Xfinity horrible service.

Hi, @user_0f32n5! We appreciate you for taking the time out of your day to visit XFINITY on our forums page for help with getting the phone unlocked. My mobile phone needed to be unlocked before so I understand the importance of getting this resolved as quickly as possible. I am sorry to learn about this experience and that we have made you feel this way. We will do everything within our power to provide a solution in a timely manner. You've come to the right team to assist. Just to confirm, you visited our chat support team, called the phone support team, and went to the store and everyone advised that the phone would be unlocked within the next 4-6 hours? Did they advise you of the next steps to take if the phone was not unlocked in the next 4 - 6 hours? Did you follow up with any of the support teams?