Xfinity mobile 100min+ wait time to unlock device making me mentally unstable

Question

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 · Answer

I have always had good luck using the online chat feature.  Usually get connected quickly and get the phone unlocked within minutes.

Ceesmac24 · Answer

You’re not alone. I have a similar issue (deactivated line / associated with unlocked phone) which I have already paid for. Two days ago, they just hung up on me after waiting for more than 1hr. Today, I’m reaching 2 hrs and still keep hearing that my estimated wait time is still over 100 minutes. I think the only solution is to go to an Xfinity mobile store and have them call from there. Even though you’ll still have to wait their calls likely take priority. I’ve lost all hope in this customer service. Never again.

Melkia · Answer

This is what I am currently going threw! I spent a total of over 3 hrs on the phone and barely spoke to anyone! They told me my phone would be unlocked in 72hrs. It’s been a dang week and still nothing! My husband wants to use my old paid off iPhone X but can’t because it’s locked! I’m fed up with Xfinity because once your device is paid off your phone should automatically be unlocked! Another thing is the wait time to speak to someone in the 'special' unlock department is absurd

Tammy27 · Answer

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!

Xfinity Mobile

georgelee96

Xfinity mobile 100min+ wait time to unlock device making me mentally unstable

Responses

MEGEDH

Ceesmac24

Melkia

Tammy27

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