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Xfinity mobile 100min+ wait time to unlock device making me mentally unstable
Hi everyone,
Can someone please help me with this dilemma?
I wrote into customer support 2 days ago and was told my iPhone was going to be unlocked. I thought that was it and there was no more issue until 48 hours later my phone was still locked.
I have been sitting behind the phone for over an hour and no one has picked up yet. The wait time has not gone down - it is still over 100 minutes. I first chatted in, was then redirected to someone else on the phone who said she could unlock my device, and then to the device unlock team where the wait time is "over 100 minutes." This device IS still on Xfinity mobile! It has not been transferred anywhere at all. What is going on? Buying a new device that HASN'T BEEN SHIPPED YET since it is on BACKORDER makes the old device "INACTIVE"? This is ludicrous!
For some background: I have an iphone XS max 64 GB in space gray on my account. It was on a payment plan but was fully paid off earlier this year. I ordered a new iPhone 12 Pro and was told that my new order puts my old one in inactive status and they cannot unlock the iphone XS max 64GB unless I talk to the device unlock team. I ended up buying the iPhone 12 Pro from elsewhere because it's been over ~1.5 month and the order still hasn't shipped. I don't want that phone anymore but was told I cant cancel the order. Even when I suggested going to a physical store, they told me the same thing: need to talk to the device unlock team which is a support team.
I'm really fed up and don't know what to do here.
Can someone please help me?! the 100+ minute wait time and the circuitous music is causing me mental instability. I just want this phone to be unlocked which it really should have been automatically.
Thanks.
MEGEDH
Contributor
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84 Messages
5 years ago
I have always had good luck using the online chat feature. Usually get connected quickly and get the phone unlocked within minutes.
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Ceesmac24
New Poster
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1 Message
4 years ago
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Melkia
New Poster
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2 Messages
4 years ago
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Tammy27
New Poster
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1 Message
4 years ago
I've been on the phone 3 hours listening to the recording saying 60 minutes wait time. This is my 4th day holding for over 3 hours. I have 2 iPhones that have been paid off since June of last year! We just got the 12 pro max and now I'm trying to get these phones unlocked so I can give them to my kids.
lone day I got through and the agent told me I had to get Apple to send me and email with unlock instructions! She even gave me the number to call. What a lie Apple said they couldn't do it that XFINITY has to!
im about to give them their phones, internet, cable, and home security back! I have literally gave them today to unlock the phones are I'm done!
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user_6a8693
Visitor
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1 Message
4 years ago
Any idea how long it is taking nowadays for getting Xfinity mobile phone unlocked.I have paid for the device in full. Customer agent says 4-8 hours to unlock the phone.
It's been about 2 hours and no email yet with the unlock code .. Hopefully it won't be 4 days ?
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DaveO3
Problem Solver
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778 Messages
4 years ago
I just had XM unlock my iPhone SE 2020 last week. They never sent me the promised email and code, I just noticed that they had unlocked the phone within an hour when I checked my settings. If you have an iPhone, go to Settings, General, About, and go down to Carrier Lock. It will show “No SIM restrictions” when it has been unlocked.
There should be something similar for Android phone?
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