U

Visitor

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1 Message

Fri, May 27, 2022 5:52 PM

unlock Device

My phone was paid off months ago and I have upgraded my devices and I wanted to give my son my daughter old Iphone 11  when we called sprint they told me the phone was lock I literally told them they were wrong because I paid the phone off with my hard earned money and the phone should not be locked because its my phone. well to my surprise I called xfinity to find out it was locked and they had to submit a requested to get it unlocked which is crazy to me however, I said ok un locked it. To be told it will take 24 -48 hours which I really need this phone before my son leave to go back to school. And after reading the reviews on this matter is scary and people are still waiting 20 days later I will go back to tmobile before I allowed this so I need my phone unlock please I have spend 2 days dealing with this matter hours of time to get this solved I mean why cant this be handle as quick as payment are accepted it.

please explain why and I will not wait like some of these other families who been trying to get their paid phones unlock this is horrible and got to be against the law to hinder someone belonging that they paid for. if you pay for a car you expect the keys right same difference, please unlock my phone 

MEGEDH

Contributor

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79 Messages

4 m ago

I have had good luck logging into my Xfinity Mobile account and starting a chat.  My last few iPhones have been unlocked within minutes.   While on the virtual assistant if you type in "Agent"  “connect me to an agent” and then “Devices”  “Connect with a chat agent"  you should get to a live chat agent quickly who will be able to help you with an unlock request.  You may have to repeat that sequence a few times before you are connected to a chat agent.  

Official Employee

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409 Messages

4 m ago

Oh, no! Thank you for bringing this to our attention through our Forums, and thank you for your patience while awaiting our response. I understand you're trying to have one of your mobile devices unlocked, and we are so sorry for the experience, thus far.

 

I have attached our mobile team's contact information below, and I hope they can get to the bottom of this, asap! Our Digital Care Team is quite limited on the support we're able to provide our mobile customers, but I know they will do everything they can to help! Please let us know if there's anything else we can do for you, as we're available through our Forums, 24/7.

 

Visitor

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1 Message

1 m ago

What does the digital care team actually do beside replying with a number to call?

Official Employee

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114 Messages

@user_3fe747 We have a group of Xfinity Mobile experts that are dedicated to assisting our customers with mobile service. Here on social media we are experts in everything else. 

 

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Visitor

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2 Messages

17 d ago

@user_64992d did they fix your issue? I have the same issue. I have a phone that was paid off a year or so ago and has since not been on the account anymore. I learned a few weeks ago the phone is STILL locked. I contacted them to get it unlocked and they keep saying they will "initiate" a request but nothing happens! Its now been 2 weeks. 3 chat sessions and 1 phone call and nothing. Phone is still locked and I cant do anything about it. This is really frustrating.

Visitor

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2 Messages

1 d ago

I left Xfinity Mobile to go to Verizon, and they canceled my service before unlocking the phone. my account is paid off and i even got the email saying my phone was unlocked, buts it still locked. WTH is wrong with these companies. im tired of dealing with incompetent employees and careless senior management. 6/7 hours on the phone waiting for agents to tell me oh this has to go to another department only to start the whole process over again. I am trying to get my phone unlocked and 2 reps have "started " the process its been four days. what is the deal? can someone please help? 

Visitor

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2 Messages

1 d ago

I left Xfinity Mobile to go to Verizon, and they canceled my service before unlocking the phone. my account is paid off and i even got the email saying my phone was unlocked, buts it still locked. WTH is wrong with these companies. im tired of dealing with incompetent employees and careless senior management. 6/7 hours on the phone waiting for agents to tell me oh this has to go to another department only to start the whole process over again. I am trying to get my phone unlocked and 2 reps have "started " the process its been four days. what is the deal? can someone please help? 

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