Unlocking paid off IPhone

[applejaxx]

So after paying off my wife’s phone, I ported her number to another carrier. When the new sim wasn’t working the new carrier told me to contact Xfinity to unlock the phone and said it should be able to be done right away since it’s paid off.

A representative for xfinity said it’d take 24 hours. Already that means my wife cannot use her phone for 24 hours.

2 days go by and I’ve contacted multiple times to be told “it should be done by now” and “any minute”. I finally escalated to a supervisor who finally told me.. realistically it could take 5-7 business days.

I understand that it was my fault for porting the number before knowing it was unlocked, but I have gotten no help at all. I was given hope call after call until a supervisor was honest with me.

Can someone please help me unlock this phone so it can be used? Thank you.

[ComcastChrisL]

Hi applejaxx,

Thank you for reaching out to us through the Xfinity Forum.  My apologies for the inconvenience you’ve encountered.  Know that I’m more than happy to help.  Unlocking a device does entail account access, which I will need in order to investigate this further.

If you are still needing help, when you get an opportunity, reach back out to me though private message by clicking on my name ‘ComcastChrisL’.  That will take you to my profile page where you will see a blue button with ‘send message’ on it.

In your private message, please include your first and last name, your full service address or the mobile number, and the last 4 digits of the stored payment method on file.  Upon authenticating the account, I will look into this further.  Thanks again!