Device Not unlocked even after paying in full 3 years ago.

My device is locked even after paying in full 3 years ago. When i try to insert a different sim card, the device pops up a message saying phone is locked and enter a unlock code. I am trying to get an unlock code by calling xfinity mobile customer care for the past three days. Every time, after being on call for more than 1 hour and 30 mins, explaining the situation to 3 different people every day, they keep transferring the call and they couldn't get my device unlocked.

Now the device is deactivated as i ported the number 4 days ago and now they wouldnt unlock my device as the device is deactivated.

why would xfinity not unlock my device when it is paid in full. From process perspective, they should have unlocked the device long time ago. they did not do that, but deactivated the device when the porting is done. such a bad process. It is more frustrating and couldn't trust the customer care people when they say, that a case is been registered, but Every day the customer care representatives asks me the details as if it is a new issue. Please help unlock my device.

Responses

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user_rv78

6 Messages

13 days ago

Hi Xfinity Support

Please let me know who can help with my request. I need my phone to be unlocked. It been 3 years now since i have paid in full. I have walked to stores, I have reached out to customer support multiple times. But so far no resolution. Why is it so complicated to get a phone unlocked. Give me some contact person who can help resolve this issue.

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XfinityBenny

Official Employee

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634 Messages

12 days ago

@user_rv78 Hello, thanks for adding to the community. We appreciate it, and are happy you thought of us to assist. We have the best tools, just like the Xfinity Assistant. It is the best resource to manage the account and service online when we are not available. It is my favorite as I can check the service health, and also reboot the wifi for dinner time. That ensures the kids come to eat, and that makes me very happy. Here is a link that I found for you to make it easy to use https://www.xfinity.com/xfinityassistant/. Having access to your device in full is very important. Here are the other unlock requirements to be aware of:

At least 60 days must pass since your phone was activated.
Your Xfinity Mobile account cannot have a past-due balance.
Your phone cannot be reported lost, stolen, or involved in fraudulent activity.

If you believe you’ve met these requirements, but your phone is still locked, please chat with an Xfinity Mobile Expert.

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user_rv78

6 Messages

Hello xfinitybenny,

Thanks for your response. However, I have tried all xfinity assistant and also calling customer support. My phone qualifies for unlock as it is already 3 years since i have paid. Xfinity deactivated my device in the account last week when I ported the number to another carrier and now they couldnt unlock my phone as they have deactivated the device without unlocking. Need really this to be escalated to some higher level tech support and get my phone unlocked as the current customer support and xfinity assistant could t solve this issue.

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12 days ago

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XfinityBenny

Official Employee

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634 Messages

@user_rv78 Oh, we want to use the live chat portal to reach an Xfinity Mobile Expert. The Xfinity Assistant is great for general questions, but we are advised to have customers request an expert and live agent there. The instructions for unlocking a phone in our support articles show it, for reaching team that is the resource for unlocking phones. If it helps, the only restrictions the article states are: "We don’t unlock phones for international travel unless the requirements above are met. Only the account holder, Primary user, or a Manager on a phone’s original Xfinity Mobile account can request to have it unlocked." Its listed here https://www.xfinity.com/support/articles/eligible-to-unlock-phone. Use the link to request a live agent, and an Expert will be assigned to assist in unlocking the device.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

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12 days ago

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user_rv78

6 Messages

Hi xfinitybenny..

I did chat with live agent and I also spoke to customer care for this issue and they couldn't not unlock. Now what is the solution for this. I have a device which is paid in full but not able to use as it is locked.

Is there any escalation point ?

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11 days ago

0

XfinityMartyR

Official Employee

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1.5K Messages

user_rv78 We can create a case to the Xfinity Mobile team on your behalf, since all normal channels are not working for you to have the device unlocked. Please send us a direct message.

To send a "Direct Message" message:
• Click "Sign In" if necessary
• Click the "Direct Message" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

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11 days ago

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user_rv78

6 Messages

Hello XfinityMartyR

I have send a Direct Message to Xfinity Support. I have provided additional details of my xfinity mobile account number, mobile number and IMEI number. Please help with the resolution to unlock my device.

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6 days ago

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user_rv78

Device Not unlocked even after paying in full 3 years ago.

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