Visitor
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1 Message
Unlocking a phone I own should not be so hard. I need help this company is not providing, this must be illegal.
I "own" 2 phones. Yes they are paid off and "eligible" to be unlocked. One is a Samsung Galaxy A 21, the other is a Motorola 5 G Ace. I have spoken with 3 different people on separate occasions via the customer service # 1-888-936-4968. The first on the Samsung, stated unlocking is no problem. We will send you a code. I did get the code, but when I attempted to use my new sim card for a different network and put in the code when I was asked to....My phone is still locked to Xfinity. Same with the Motorola, except I called again when I realized it too will not work with the unlock code they provided. The second person I spoke to about the moto, transferred me to a Tier 2 or level 2 unlocker person. They stated your phone is unlocked, I said NO IT IS NOT. They had me do some resets in my phone, but no luck. They then transferred me to Motorola where I waited on hold and was then disconnected. The employees at the store stated for me to call the customer service number, yet without a phone, I had to use theirs.
This last call, I might add was done at the xfinity store on their phone on speaker (I wanted to let everyone know in the store what was going on). You see I don't have a working phone right now, yet I have 2 phones paid for. I am extremely irritated! After I had no luck sitting in the xfinity store on their phone, One employee offered to help. He spent some time (probably a good 30 min) with me and my phone, and emailing someone. I really appreciated his assistance. However it ended the same. Whomever he was in contact with stated I would be getting an email within 24 hours. The employees at the store do not have access to the magical unlocker department either BTW. Turns out I did get the email within 24 hours with a new code to unlock my phone that also DOES NOT WORK! Where do I go now? Right now I am just trying to concentrate on getting one phone to work, you see I am applying for employment, and it is difficult to do that without a phone number to contact me at.
Who is able to help me get this done so I can go on with my life.
XfinityAmira
Official Employee
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3.8K Messages
3 years ago
Hello, thanks for taking the time to reach out about the complications you have been experiencing with support, and unlocking the phones you have. I hate to hear this has caused you so much inconvenience and irritation, that is absolutely not the service we strive for our customers to receive, or the feelings we want you to have when working with us. I do apologize for you have gone through thus far. Xfinity Mobile support on social media is currently limited, and we only have access to help with general questions about pricing, service offers, and basic troubleshooting available on https://comca.st/3eptbZW. Since we do not have access to their specific tools/systems, for the best assistance I would have to ask you to please contact our Xfinity Mobile support center through any of the following methods:
SMS Text Message: 1 (888) 936-4968
Phone: 1 (888) 936-4968
Chat: https://comca.st/3EsTdWE
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user_8c140d
Visitor
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3 Messages
3 years ago
We have been having the same issue. Its been almost a week now and still no confirmation email that our phones have been unlocked. Customer service just keeps sending requests and telling us to wait 24-48 hours. Yes our phone is eligible, and yes our phones are paid off. It should not be this hard. We have spoken to about 5-7 different customer service reps and supervisors and no one is able to do anything except send a priority request that we never get an answer to. A lot of what we are told is what @XfinityAmira has stated above. This is unacceptable and is 100% not legal.
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rightfooted
Expert
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1.4K Messages
2 years ago
Have you confirmed with your new carrier that the phones are compatible with their network?
https://www.xfinity.com/mobile/support/article/how-to-unlock-android-phone
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user_1c4cf5
Visitor
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2 Messages
2 years ago
xfinity makes it difficult to unlock my Phone, I own the Phone, have not outstanding Bill and still get the runaround, have received 2 emails from xfinity about the over the air unlocking but it does not work, why are the jerking me around, I am beside myself with this treatment from comcast, shame on them, I wont give up even if I have to drive to there Store every day which I have done basically for the past 2 week with no result
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user_1c4cf5
Visitor
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2 Messages
2 years ago
what is the Problem with xfinity mobil, I own my the Phone, have no outstanding Bill and xfinity Mobil keeps sending emails for over the air unlocking, after receiving 2 mails without unlocking capability, spend standing around in the Nasuha store without results, the employee as a lat resort promise a mail with a code, which isn't working, so my final question is, why am I being jerked around by xfinity mobil, been a costumer for 40 years still have a Landline and internet by Comcast, I am a costumer why are you practices such shady consumer practice, I wont give up, see you at your Store later today for more discussion, 5/30/22
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