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user_giietl
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Friday, February 6th, 2026 2:26 AM

Xfiniti support

I spoke with an agent twice a week ago and about seven months ago  who said he unlocked my phone and that it would take two hours to show is unlocked. 48+ hours later it is still locked.

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23 days ago

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XfinityThomasA

Official Employee

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3.3K Messages

1 month ago

Hello, and thank you for taking the time to share your feedback and for joining the Xfinity Forums community user_giietl. . I understand how important it is to get your mobile phone unlocked, and I’m happy to help clarify how the process works. In most cases, a phone will unlock automatically within 48 hours after it has been fully paid off. To qualify for an unlock, please make sure the following requirements are met:

 

  • Your phone has been active for at least 60 days
  • The device is paid in full
  • Your Xfinity Mobile account does not have a past‑due balance
  • The phone has not been reported lost or stolen and is not associated with fraudulent activity

If you believe you meet all of these conditions and your phone is still locked, the Xfinity Assistant can help take a closer look and guide you through the next steps via chat.

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user_giietl

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2 Messages

@XfinityThomasA​ 

same answer everyone take it as a copy and paste which is ridiculous as the phone is fully paid off more than year and still locked, and all requirements are met as they created two tickets and couldn’t solve it

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23 days ago

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XfinityThomasA

Official Employee

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3.3K Messages

 

Thank you for your feedback, user_giietl. What was the resolution given to your tickets? If you believe you meet all of these conditions and your phone is still locked, or are still seeking a resolution to your tickets, please use the Xfinity Assistant which can help take a closer look and guide you through the next steps via chat. 

 

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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23 days ago

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