Was told 30 days to unlock phone, now its 50 days... not the service I expected

[Maxkobi]

Moved over to Xfinity mobile for a few reasons.

-We have xfinity internet

-Verizon bill was pretty high

-iPhone deal was pretty decent

The big hiccup, i have a work phone and its a verizon sim. I had always just enabled dual sim on my personal device and used it with my work sim as well. My job is military ajacent but i am not a goverment employee. I figured what the heck ill ask if i can unlock early and use this as a dual sim phone. Denied, thats totally fine. i get it, its policy. The support guy was supper helpful on the phone and really nice. I actually had a great conversation with him that was not xfinity related. figured this was gonna be easy. He told me just contact back Xfinity on the 22nd of October as i will be eligible on that date. I have unlimted data with my work sim but figured fine ill get unlimted with xfinity for a month, see how it all pans out, and if its pretty comparable with Verizon ill swap the the whole family over.

30 days come and go, its October 22nd (hence the post date) i contact xfinty support and as usually they are pretty nice to talk to. They say they can start the process and just need my info. Pull up my info and all of a sudden i cant unlock as it hasnt been 50 days now... What gives? 

Ive paid my phone in full, ive not tried to use my work sim or cause any complications to the service period, Ive all around been decently happy with xfinity as a whole. But this is really not something im pleased with. I was told a hard date in confidence and now thats not possible? I own my device in full, its not like im leasing this device. Im not interested in paying a second month of unlimited data on my line since it really doesnt make the value of buying the iphone through xfinity any good. If support is going to tell me one thing and do another i would rather not use the company at all. Especially with how much me and my family use our devices. 

Support said they would still attempt to send an unlock request but that doesnt help when im getting no feedback. I would rather not start another month of unlimited data and have to wait around not knowing if im actually being taken care of. 

Can someone help me get my device unlock processed? Or give me more information?

reading through the forums it seems like @CCKenF  or @ComcastAmir can look into this.

[MEGEDH]

The actual Xfinity Unlock requirement is as follows:

• You must complete and pay for at least one full billing cycle of Xfinity Mobile service following the purchase of the phone.

Since the billing cycle is 30 days, and it takes an aditional 20 days for the auto payment to process,  it would take 50 days to be eligible for an unlock.   

[Maxkobi]

So where is the pay now button? I’ve contacted them before and I was told I would be eligible on the 22nd why not tell me I was eligible 10 days after that?

[Maxkobi]

And why should auto payment take 20 days?

[CheeseMaster]

I'm in the same boat hoping some staff here can help us with the case.... really doesn't make sense to be honest and I was happy with the service like you were but now I'm getting a big hiccup and feeling iffy about the service...

"You must have completed and paid for at least one full billing cycle of Xfinity Mobile service following the purchase of a device."

A full cycle is a month from the date of activation, they have the option of paying early before the auto-pay date which is 20 days after for some reason?, if they gave the option to pay early right when the cycle end then it should count toward this criteria , why hold us out on 20 more days for unlock when we paid full for the device and met every requirement and the first month billing cycle? I was also told after the option to pay the cycle before the auto-pay date and its process, I can request for an unlock but now I'm told it has to be 50 days + nowhere does it state that.

[CheeseMaster]

this would make sense if there is no way to pay the cycle before the autopay date, but they gave the option after the cycle ends, you can do a one time payment before the autopay date which then should satisfy for the requirement 

"You must have completed and paid for at least one full billing cycle of Xfinity Mobile service following the purchase of a device."

I was told by a repl it works like that and now told by different rep is not unlockable and told me the policy is not updated???

[Maxkobi]

Looks like after my next billing cycle started there was an option on my bill page to "pay now" i dont know why they hide this during the cycle. but i have now paid and will be contacting xfinity again to make sure i am eligible for unlock.

[Comcast_Support]

Hey everyone,

Thanks for taking the time to post about your unlock requests. I know unlocking your devices are super important especially if you're going overseas and don't want to pay for the crazy roaming rates (who does?).

So I think there is some confusion about the 50 day vs 30 day unlocking requirement. If you are requesting an unlock for a device that is upgraded, you will need to complete at least one billing after the upgradew transaction, regardless of your account tenure.

In order to unlock the device you must have completed the initial billing cycle (30 days). The bill itself is charged 20 days after the billing cycle ends (+20 days).

I haven't come across how this is impacted with the early one time payments yet so that is a better question for XFINITY Mobile support. If you've already reached out and they say the policy is in place dispite the early payment, then it seems that is what the system allows for the time being. Sorry for the inconvenience. 

Ken

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[Maxkobi]

To update, have talked with a supervisor that said i should be eligible, as well as a tier 2 tech that said i have passed all qualifications and should be unlocked but the system still wont let him i have been escalated to a tier 3 but have not heard back. was told i would be contatced last night but was not. i will try and call back this morning.

[CheeseMaster]

I did it over reddit and a vp customer service helped me and I got it unlocked the same day , hope you get lucky like me too 🙂

[GMoGoody]

Good Luck, I paid for my Iphone in full when I started service approaching a year ago. I have called twice to get my phone unlocked and each time I'm told good to go you'll receive an email with further instruction in 24/48 hours once processed. Those are never received. 

Now I'm waiting for my other phone to be paid off so I can go through the hassle on both at the same time

[Maxkobi]

I posted over there too.. we will see

[CheeseMaster]

You should personally DM Mark,

https://www.reddit.com/user/maxxo1

He personally dm me after i made my post, gave him my information had my phone unlocked in about 5 hours , so happy 🙂

[Maxkobi]

This isnt actually an answer. xfinitys site specificly states what a billing cycle is... 30 days. 

https://www.xfinity.com/mobile/support/article/when-is-card-charged-for-bill

And the bill must have been paid, not "auto paid" i have manually gone and paid the bill myself and i was both charged and got confirmation from a supervisor and tier 2 tech my payment was in fact captured. 

This is false advertising to say it is a billing cycle but its ACTUALLY a billing and AUTO pay cycle. either way ive filed a complaint with the FCC as this is 100% false advertising.

[Maxkobi · Accepted solution]

Final update:

After a long run around I finally decided to file with the FCC on unfair business practicies and false advertising and pulled all the related information from the Xfinity Mobile website. 

Filed this on Oct 24th, got a call Oct 25th from a regulations team member at Xfinity Mobile. Mind you I was told there was just NO WAY to unlock a phone before the now 50 days. Talked with Chris from this team and he confirmed they "took care of it" for me. Phone is not unlocked. I still voiced my concern that this is unfair to all other customers if they are told 50 days instead of 30. he said website would be updated to clarify. 

**Do know you have rights as a consumer, if you are 100% sure its black and white and can show documentation then i would file issues with the FCC**