U

Visitor

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2 Messages

Wed, Jun 15, 2022 3:52 PM

iPhone locked after I own device

Xfinity mobile locked my iPhone that I paid cash for when I purchased the device. I had to change cell carriers because comcast could not go a whole month without service interruption at my home for internet. My phone bill is on autopay so if I owe comcast money or the phone that’s on them because they have taken money out of my account on auto pay for over a year. What does the law and consumer rights say about locking services for a phone I have owned for years? Why does comcast think it’s ok to give no notice someone’s phone will be locked? How am I supposed  To call for help if I don’t have a phone with service? Why should I have to wait 48 hours when it’s not my error the phone was locked in the first place? All the I apologize for the inconvenience statements your staff say actually mean nothing at all. Why can’t anyone do anything but say they are sorry!? Please don’t tell me to call a phone number please for the love of god just unlocked the gd phone. 

DaveO3

Problem Solver

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427 Messages

2 m ago

XM locks phones, but you can unlock them when you are eligible. 

https://www.xfinity.com/mobile/support/article/eligible-to-unlock-phone

Just call or text XM at 1-888-936-4968. 

Official Employee

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878 Messages

2 m ago

Thank you so much for taking the time to reach out to us. Due to account security, we are limited on access to your Xfinity Mobile Account here on Social Media, and we do recommend reaching out to our experts to ensure your concern is resolved. You can reach them by texting or calling 1 (888) 936-4968. You can also chat with an expert here: 
https://comca.st/3HvO43u

Thank you! -Airelle 

Visitor

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4 Messages

@XfinityAirelle​ Obviously message was not read. Thanks again comcast. 

Visitor

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4 Messages

1 m ago

I purchased my iPhone XR, UNLOCKED, from Best Buy in October 2019. Took the brand new UNLOCKED phone directly to the Xfinity store that same day. I asked them to transfer my existing service with Xfinity to my new iPhone XR. I was in and out of the store within 8 minutes and have had no issues. Until I tried to switch carriers. I took my phone to the Xfinity store and had a representative look at it. I was informed that the phone was indeed locked but not by Xfinity. I was also informed that the SIM card in my current iPhone XR is reregistered to the iPhone 7+ that I purchased from THEM years ago. 

I contacted Apple and they were able to help me figure out, with the IME number, that the phone is locked by Verizon. I have never had any business dealing with Verizon in my entire life but I called them anyways. They have no record of the IME number because I have NEVER had an account with them.

The automated system is not recognizing my account number or my phone number therefore it will not connect me with a live agent. I have had to ask for "new service" in order to get that department to connect me to a human in the correct department. Once I have gotten through to an agent and request to speak to a supervisor I have to repeat myself again only to be met with someone who is unhelpful and ultimately being hung up on, with no call back. 

THIS HAS HAPPENED 6 TIMES OVER THE LAST THREE DAYS. 

Xfinity is the ONLY service provider I have ever had and they are the ONLY ones that have ever touched my phone. I didn’t even know that you could change a SIM card until last week.

How is the Xfinity SIM card, registered to my old iPhone 7+ according to Xfinity human staff members, be currently working in my iPhone XR, that is supposedly locked by Verizon. And for 3 years??? If my service is provided by Xfinity how can my phone be locked by Verizon and why can’t anyone answer that???

I have been with Xfinity mobile since 2017 and Xfinity/Comcast since the 90’s and this is type of service I’m being provided? To be hung up on multiple times, giving no applicable way of helping me out or at least send me in the right direction. 

If there is anyone out there that can actually help and is not just automated message, please reach out. Thank you, FRUSTRATED :(

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