I have been a faithful xfinity customer for 5 years, but recently I realized I was so wrong.
I don't know how can xfinity be so indifferent to their customers, don't know why the business is still survive.
To unlock my fully-paid phone, I have come to xfinity store for 4 time. Last time, one agent had no idea but created a case for me and promised the case would be resolved in 2 business days, and I will get email for status as well.
3 days passed, no email!
I tried to contact two times, the agent promised me 24 hours.
24 hours passed, nothing happen.
I chatted with an agent today, he told me that my case not even assigned!!!
"Tier 2 agent is telling me that the unlock request is still not assigned to an agent, unfortunately there is no timeframe fro resolution since cases for unlocked are worked case by case, I'm sorry this has taken longer than expected. Tier 2 agent just mentioned that you should keep an eye out on your email since instructions should be there any moment"
I just fell into this trap today. Walked into a T-Mobile store with my working Xfinity Mobile Galaxy S9 and unlock code given to me by Xfinity on Saturday. The code did not work. Now I am stuck with a non-working phone as I too await some email from Comcast's escalated support. How is waiting days for an email escalated? It's 2:00am in the morning and I am so angry I can not sleep. I work remotely and use my phone daily to communicate to my co-workers, boss, and clients. This is a major, major inconvenience. Comcast's instructions say to put in the new sim card and enter the code. There was no mention of how to test the code prior to getting the new sim card. If I knew the unlock code would not work I never would have proceded with the service switch.
Why am I waiting for an email? Why can't I talk to a live person immediately, using another line of course. This is ridiculous.
Did that work for you? Hopefully you are still not dealing with this problem after one week.
I called again today and got a case number. I am requesting the unfreeze code which they didn't give me originally. According to some tech blog this can happen when there are too many failed unlock requests. The plan is to type in the unfreeze code on attempt one, allow it to fail, and then type in the normal unlock code on attempt two. Worth a shot.
Luckily, my new sim card with my orginal number is working on my wife's old phone. So, I can receive and make calls. I just hope I don't have a $900 mini-tablet for my one year old locked Galaxy S9+. I will never buy a locked phone again.