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user_lepwhi
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Visitor

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2 Messages

10/12/2026 9:31 PM

Turn off Number Lock non-functional via web and apps

In the process of upgrading a device (iPhone to iPhone) the activation process requires that number lock be turned off. Attempts via Xfinity website (Windows Chrome browser), Android app, and iPhone app have all failed to function beyond a simple screen refresh. 

An Android device also in the account that has had number lock on for some time also cannot be turned off via Xfinity website (Windows Chrome browser). 

Call one to service unable to help beyond recommending the Android app.

Call two to service unable to help beyond recommending a visit to Xfinity Store. 

I'm expecting the store to be a self-service kiosk with a direct phone to service.

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10 days ago

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XfinityJohnG

Official Employee

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3.3K Messages

11 days ago

Thank you for reaching out here about your activation issue. If you were not able to get that resolved at the service center we will be happy to look further into that from here. 

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user_lepwhi

Visitor

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2 Messages

Xfinity Store Oct 13 2pm appt 
> Initial tech accessed acct 2:07 PM , was unable to remedy. Tech re-assigned me to the mobile tech.
> Mobile tech accessed acct 3:28 PM. Tech informs that lock off if successful would not happen for 24hrs. I inform him of email:"Action needed" below. Given the mis-matched timing we ended our session with NO ACTION taken with an expection of a return visit given an expected reactivation process of the IPhone.

EMAIL
Action needed: Set up your iPhone 14 on Diane Kenna’s line. Tue, Oct 13, 2:37 PM
Finish setting up this device on Diane Kenna’s mobile line by Wed, Oct 14 at 2:46 PM ET, or you’ll need to re-start your device replacement request. Setup only takes a few minutes in the Xfinity app.

EMAIL (re store tech acct access)
Xfinity Approval Confirmed Tue, Oct 13, 3:28 PM
Thanks for approving. The Xfinity agent can now proceed. Your approval is valid for the remainder of this session.

--
Before I arrive home this: 
EMAIL
Your new device is activated. Tue, Oct 13, 3:50 PM
Great news! You're ready to start using your new device with Xfinity Mobile.
 
--
No explanation regarding non-functional web/apps.

Who/what process activated the IPhone?

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10 days ago

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XfinityAdrienne

Official Employee

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2.4K Messages

Thank you so much for taking the time to reach out to us here with those details again, @user_lepwhi! We would be more than happy to look into the details on our end, can you please send us a DM to get started? 

 

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forum's page.

Here are the detailed steps to direct message us:

  1. Click "Sign In" if necessary. 
  2. Click the "Direct Messaging" icon. 
  3. Click the "Start new conversation" (pencil and paper) icon. 
  4. In the "To:" line, type "Xfinity Support". 
  5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list. 
  6. An "Xfinity Support" graphic will replace the "To:" line. 
  7. Type your message in the text area near the bottom of the window. 
  8. Press Enter to send it.

https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

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10 days ago

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