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user_fqevmq
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3 Messages

Monday, August 12th, 2024 9:10 PM

Closed

Will not unlock phone

Phones have been paid off in full for 6months to a year, will not unlock them. Was told several times that it will be unlocked! Phones should unlock automatically within 48 hrs after paid in full! Terrible business how are they doing their customers this way! Trapping them. I will go to corporate!

Question

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Updated 

2 months ago

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Accepted Solution

XfinityRichard

Official Employee

 • 

1.4K Messages

2 months ago

I'm truly sorry for the inconvenience, I definitely understand your concerns. Let's get this escalated to our Xfinity Mobile Escalations team. Please be assured you reached the right person to assist you and get you taken care of. Can you please DM me your first and last name, along with your full-service address so that I can assist you further.-Richard

To send a direct message [private message]:

  •   Click "Sign In" if necessary
  •   Click the "Direct Message" 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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XfinityRichard

Official Employee

 • 

1.4K Messages

3 months ago

Hi there, @user_fqevmq I'm very sorry for the inconvenience regarding trying to get your phones unlocked. Since it's been a few days since you last posted, were you able to get taken care of? If not please reach back out so I can get you taken care of.-Richard

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blueman-2

Contributor

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44 Messages

2 months ago

Same issue here.  Phones fully paid off 2 weeks ago, and still locked.  Attempted several messages through help and no response.  Filed an FCC complaint and got a response from Xfinity's  FCC compliance team, but still no results.  I am confident this is not on purpose by Xfinity, but it irritates me that their systems are so poor not to handle this automatically.  This must put quite a bit of extra workload on their support teams for no reason.  

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blueman-2

Contributor

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44 Messages

Success!  Xfinity was able to unlock it this time with just one quick call.  Not sure why it did not unlock before but it was instantaneous when I called them to do it.  Thanks, Xfinity!!

2 months ago

0

XfinityRay

Official Employee

 • 

2.3K Messages

I am glad to hear that the Xfinity Mobile team could get the device unlocked, @user_fqevmq! We never want there to be a delay with getting things done and send our thanks for sticking through 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.
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2 months ago

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