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adam_h131
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7 Messages

Monday, January 30th, 2023 9:00 PM

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Device unlock taking forever

I'm trying to unlock a phone.  It seems to me that this is a simple request, but after requesting the unlock 6 times over the past week, it's still not unlocked. Every time I chat with or speak to a customer service rep, I'm told the same thing. "Be assured that this will be resolved in 24-48 hours".  This is nonsense!  I've been waiting a week and it's still locked. This is so frustrating and 100% indicative of the quality of customer service that is to be expected from Xfinity. Does anyone have any advice on how to get this done with any level of success?  Is there a direct line to the mystical 'unlocking team'? 

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2 years ago

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Again

Expert

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31.5K Messages

2 years ago

Just throwing this out there.....

Have you rebooted your phone?

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adam_h131

New Poster

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7 Messages

2 years ago

Fair question, but sadly, yes I have, and it's still shows as locked. 

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user_ee084a

1 Message

2 years ago

Im having this same problem it's been a week no and now they're saying the lock request is stuck due to my old line being inactive and they want to send yet another request this is unacceptable...I need this resolved today!!

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DaveO3

Problem Solver

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773 Messages

@user_ee084a​ First of all you made the same mistake that many people have made on XM and almost all U.S. carriers who lock phones, though many U.S. carriers automatically unlock phones after 30-60 days or when a phone is paid in full, and can only do this if a line is still active. Unfortunately XM only started automatically unlocking their phones when allowed per their terms a few months ago. Your phone is locked to XM, but not associated to an XM phone line.

So here are some possible options, since you still have an account:

1.) Add the phone as a new XM line by-the-gig, if the BYOD phone is still compatible, and then request unlock. 
2.) Doubtful but, put SIM in from another of you lines, and if it activates, request unlock. 

Maybe, just Maybe?

2 years ago

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