Visitor
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1 Message
Trouble Unlocking iPhone
Hello. I recently spent well over an hour on the chat support feature in the Xfinity mobile app attempting to get help with unlocking my iPhone. My device was paid off a long time ago, but the first rep I chatted with said I had no balance for the cell plan and didn’t know why it wouldn’t unlock automatically. The 2nd rep investigated further and said that I owed money on the account.. which is news to me and I’ll try and dispute and/or resolve that promptly. However, I was under the impression that as long as I own the device outright, then it should be able to be unlocked. I’ve attached a screen shot from my end when logging into my Xfinity account. Can you please help?
[Image Removed: "Personal Information"]
XfinityAldrik
Official Employee
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2.3K Messages
2 days ago
Thank you for reaching out to us
The phone should automatically unlock within 48 hours of being paid off. Although, if there is a past due balance of the mobile account, that can prevent the device from being unlocked. For more information on our unlock requirements, we have this dedicated article here.
Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue. To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
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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