end_datacaps's profile

New Poster

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4 Messages

Saturday, June 11th, 2022 4:24 AM

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Xfinity support keeps saying I will get my SIM unlock email but I never do

It's been a few days and Xfinity support is giving me the runaround. They have now shut off my mobile service since I requested my number to be ported over, and I'm completely stranded with no way to even call support. My new service doesn't work because my phone is carrier locked. Live chat insists they will send me a code between 24-48 hours but it never comes. One live chat agent actually insisted I recieved the email already. Another said he would reactivate my phone. It seems the live chat is completely dishonest and will say anything to get you off the line.

Can someone PLEASE help fix my issue so I can use the phone I legally own? I can't believe I have to fight for this as a customer for over 10+ years.

Official Employee

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694 Messages

8 months ago

I can't even begin to imagine how that must feel! I know it would drive me crazy to not be able to use my phone! The first thing I need to make sure of is that you did call the mobile number, 888-936-4968. If you called them and got nothing, you can let me know in a DM here. You can send me one by following these directions: 

To send a direct message you may need to:

Click "Sign In"

Click the "direct message" icon

Click the "New message" (pencil and paper) icon

Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window

Press Enter to send it

Visitor

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1 Message

7 months ago

Same issue... multiple calls to get phone Sim unlocked, even got an email that they completed things on their end and I should be good to go, but nope, still locked.  Went into store, so they couldn't say I was doing something wrong on the device, showed rep the email saying it was unlocked and all I got was, I needed to wait for the unlock.  Over a week, no phone service because Xfinity will not actually unlock my phone.  FCC and FTC complaints are my next stop.  If you look on this forum and internet this seems to be a common practice by Xfinity, not one off technical issues.

XfinityKyla

Official Employee

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335 Messages

Hi! I'm sorry to hear this is your experience and I would highly encourage you to reach out to the Mobile department. They are experts in what they do and will be able to help you. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Visitor

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3 Messages

may i request for the 36th time that you unlock my iphone? no sim restrictions

Visitor

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3 Messages

7 months ago

I have been at it for 40 days now with Xfinity Mobile ad 5 times I received emails informiing me that my Iphone was unlocked, but it wasnt. I have had spectrum mibile tech's on it and apple support, but in reality if Xfinity doesnt want to unlock you  they wont. I am living testimony to that

Visitor

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3 Messages

7 months ago

Xfinity doesnt care about its customers, they have discovered that its cheaper to have a [Edit: Language] customer service department than it is to try to please everyone, so there it is......

(edited)

Visitor

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2 Messages

4 months ago

I'm currently experiencing the same issue and I am beyond frustrated.  The first person I spoke with didn't mention anything about receiving and email and told me to wait "a couple of hours". After 24 hours, I reached out again and was told it would be 48 hours. Meanwhile, I have no call or text capacities on a phone that I have owned outright for years. Utterly ridiculous.  The last person I chatted with (since I can't call because they've royally screwed me over) said they put my request as a "high priority" but I really think they're just bs'ing me. I'm having a hard time figuring our why my phone is locked to begin with - the phone is paid for and I've never been under contract with Xfinity Mobile. When I requested for my service to be switched, the phone should've been unlocked then. For someone who uses their phone constantly (I work from home) this is wildly inconvenient. 

Visitor

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7 Messages

@genielouwho​ 

[Edited: "Solicitation"] I own my phone after paying them for over a year, I did everything correctly and paid for everything. I switched service to Verizon due to location of residency and the nearest Xfinity store is like 4/5 hours away. I was a loyal, on time paying customer. But now I’m going to Verizon today to buy a new phone because I can’t use the one I own, because of there incompetence and shady employees, either they are terrible at their jobs, there is a huge language barrier, or they are just outright criminals. Either way, It’s clear that they don’t care about us. They makes millions and people like us who have been loyal customers get [Edited: "Language"] every day and there is never any accountability, [Edited: "Solicitation/Language"]

email me at: [Edited: "Personal Information"]

“First to the key…” 

K.[Edited: "Personal Information"]

(edited)

Official Employee

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232 Messages

@user_1cf2c2 ,  thank you for reaching out to us through our Xfinity Forums Community, and thank you for your patience while awaiting our response. Due to account security, we are limited on access to you Xfinity Mobile account here on social media, and we recommend reaching out to our experts to find out about your concern. You can reach them by texting or calling 888-936-4968 or you can chat with expert here https://comca.st/3BH5k3m. Have you attempted to reach them?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Visitor

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2 Messages

3 months ago

Although I feel bad for others who are dealing with this issue, it's nice to see I'm not the only one.  I have two phones that were supposed to be unlocked after "24 to 48 hours". Both completely paid for. I have never received the emails with the unlock codes. Promised I would get them Monday. Then promised I would get them Tuesday. Called Wednesday and was told that the other two people were wrong and that it needed 48 hours, even though it's been around 72 hours at this point.  I've spent literally hours on the phone with their reps. Last night it was "escalated" and the person I was speaking to had me on hold for 1 hour and 15 minutes while he was talking to the "unlock department" (sounds made up!)  He swore he would get to the bottom of it and call me before his shift ended at 10pm.  No call.  Called this morning (now 4 days) and there weren't even any notes from the guy last night, so I had to start all over again.  After another hour this morning, they said that the email was sent yesterday.  Haha!  No....it wasn't. "Did you check you spam?"  OF COURSE I checked my spam.  I've been refreshing my Inbox and spam folders every few minutes for two days.  They said that they would need to resend it.  I said "if you haven't changed or fixed anything, what makes you think it's going to magically go through this time?"  The response was that they had to go through the "right steps" before he can escalate it, but I spoke to the "escalations department" yesterday for over an hour!!!  

This company has proven to be the absolute worst in terms of quality of service and customer support.  I am in the process of completely eliminating Comcast from my life.  Already changed home internet and phones to another carrier. I had the "best" home internet package with Comcast, yet my download speeds were just over 30mbps!  Atrocious! And it seems obvious to me that they outsource their customer care overseas because there is a definite language barrier and it's more than frustrating having to explain this detailed situation to multiple reps over multiple hours when it's hard to understand them!

I just want this over with so I can complete my purging of Comcast from our lives. Between my cable/internet bundle and having 4 cell lines, it cost me about $500 last month.  Enough is enough.  Switching to a new carrier will save me over $250 per month.  All I need is TWO UNLOCK CODES and it will all be over.  Fingers crossed.

DaveO3

Problem Solver

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594 Messages

3 months ago

To All:

1.) XM doesn’t always send an email when unlocking phones. You need to check the Carrier Lock setting on your phones. 

2.) To transfer your lines to another carrier read the following carefully:

https://www.xfinity.com/mobile/support/article/transfer-number-to-another-carrier

Good Luck

Visitor

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2 Messages

@DaveO3​ per my calls with multiple reps at Xfinity, they do need to send an unlock code for our devices and say that they sent it, but (their words) "it's in limbo" (whatever that means) and they don't know why. And, the numbers have already been ported.  Last step is install T-Mobile sim card and enter the "unlock code" that I've been waiting for from XFinity.

(edited)

Visitor

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2 Messages

Exactly the limbo must be an internal memo to avoid losing customers. Is the only explanation as to why they are not unlocked yet. Pretty sure another excuse will pop for damage control.

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