Can not get phone unlocked

Phone has been paid off for months, stuck in an endless loop with support chat, won’t connect me to an agent. Phone support tree directs me to text chat, which says it can’t assist. Please help

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XfinityMatthew

Official Employee

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1.8K Messages

29 days ago

Hello @user_aaf5e4 For a phone to qualify for an unlock it must meet these criteria:

-Your phone must be activated for at least 60 days.
-The phone must be paid in full.
-Your Xfinity Mobile account cannot have a past-due balance.
-Your phone cannot be reported lost, stolen, or involved in fraudulent activity.

If your device meets all of those then we can help you escalate this further. Do all of these apply to you?

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user_aaf5e4

Visitor

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5 Messages

Hi @XfinityMatthew thank you for the reply. Yes, all those conditions are met.

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29 days ago

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XfinityMatthew

Official Employee

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1.8K Messages

@user_aaf5e4 Great to hear. Appreciate you confirming for me. Please send us a direct message with your full name and the service address to get started.

To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list
- An "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.

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

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Can not get phone unlocked

XfinityMatthew

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XfinityMatthew

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