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user_a344d0
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Wednesday, September 24th, 2025

XFINITY KEEP REJECTS THE REQUESTS TO UNLOCK A REPLACEMENT DEVICE

I had purchased an iphone 16 pro from Xfinity last year. It was a defective phone and Apple eventually replaced it. Both these events are available under Billing> Orders. This replacement phone is fully paid off and the number transferred out. I had created several tickets to unlock the device and the agents keep reject it saying it does not meet the unlock criteria. This replacement device order number is #[Edited: "Personal Information"]

CAN SOMEONE FROM XFINITY TAKE THIS PHONE BACK AND GIVE ME ANOTHER IPHONE 16 PRO? I AM FED UP WITH CALLS AND CHATS. I CANNOT ACTIVATE THIS PHONE WITH ANY PROVIDER AND IT LITERALLY IS A BRICK.

Some of the most recent tickets are [Edited: "Personal Information"]

 

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4 days ago

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user_a344d0

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14 days ago

Response to your [Edited: "Personal Information"]- XM Unlocks

We couldn’t complete a request to unlock your Xfinity Mobile phone for use with other carriers because our unlock policy requirements haven’t been met.

 

 

Thank you for being an Xfinity Mobile

SERUOUSLY? WHAT IS WRONG WITH YOUR AGENTS? WHY CANT XFINITY CANNOT UNLOCK A DEVICE? IF YOU CANNO UNLOCK, SEND ME AE CHECK FOR THIS BRICKED PHONE

(edited)

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user_a344d0

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14 days ago

Just raised a complaint with FCC directly. Thanks folks! 

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XfinityDilary

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2.7K Messages

 

Thanks for posting on our Community Forums, user_a344d0. I'm truly sorry to hear about your situation, and I appreciate you taking the time to share your feedback. Since you've already filed a claim with the FCC, they'll now serve as your primary point of contact moving forward. If there's anything else we can do to support you in the meantime, please don't hesitate to reach out.

 

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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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13 days ago

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user_a344d0

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@XfinityDilary 

Thanks for the response. FCC had forwarded the complaint to Xfinity around 1 PM yesterday. I got a call from Xfinity Technical team around 3:30 PM. The agent was so helpful that he asked for the IMEI , entered in the system right away, and my device got unlocked WITHIN NO TIME.

If this process was such as simple one, why did Xfinity made me run around for 4 days speaking with countless agents, and none of them could solve it. Despite my efforts to convince every agents in a row of 4 days, and countless rejections, a single complaint to FCC solved the matter under 2 minutes. It is high time to do a self review on why the customer service is so poor. It is a shame for 0, if I rate the service with even 0. I do not mean this for every agents; there were a few agents who genuinely wanted to help and created the tickets to escalate. I tried to respond to every email received from feedback department with so much detail. There was one email from a person acknowledging the issues from Xfinity side. Yet, there was nobody contacted me to see if my issue is fixed or not. 

The biggest learning out of this is, no matter how much tempting the offer is, buy a phone directly from a manufacturer, choose a plan with any provider without any commitments, just leave when you feel it does not serve the purpose. I have ported out every single line I had with Xfinity in this account since 2017 and the internet service is being terminated. 

(edited)

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13 days ago

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user_a344d0

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6 days ago

I had recently terminated all of the Xfinity services including mobile and internet. I had created a forum post to explain why I decided to do so. Posting the link below.

https://forums.xfinity.com/conversations/network/agent-guide-how-to-lose-a-loyal-customer-in-24-hours/68d35a059af7100b51a22dad

I had got an email from Xfinity stating the billing issues will be resolved as of last week, but nothing yet. I had created a few tickets, spoke with multiple agents and nothing happens.

In a summary, here is what is required.

  • I had ordered three iPhone 17 pro phones in device payment plan.
    • Order #[Edited: "Personal Information"]
    • Order #[Edited: "Personal Information"]
    • Order #[Edited: "Personal Information"]
  • These phones have been now returned.  Following are the return orders. I need to get the payment made these phones, around $384

    • [Edited: "Personal Information"], 

    • [Edited: "Personal Information"]

    • [Edited: "Personal Information"]

  • All these phones arrived your return facility as of last week. I got two emails confirming the receipt and phone call from Xfinity this morning. 
  • Customer service agents had activated these phones with two numbers for swapping the MDN, and to return the phones.
    • I need to cancel the activation charges of these numbers, and any other charges such as data
    • An agent processed a refund of $75 but this is not correct. The bill has activation charge on it, so 75 is added to the total bill to calculate tax and other fees. I need this to be removed before calculating any fees associated with it.
  • A smart watch line was activated by the agent.
    • Any charges on this line should also be canceled. 

The current billing page as of today looks messy with a full payment of one of the iPhone 17 pro, and then a credit of the same. Both these entries are incorrect. Please have someone from Billing review this account properly. I am placing a freeze on the payment card on file not to charge it incorrectly. 

Note: This comment was created from a merged conversation originally titled Billing issues in my account due to pre-order cancelation and account termination

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XfinityThomasC

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2.9K Messages

Hello, @user_a344d0 

Could you please send our team a direct message with your full name and full address? To send a direct message:

1. In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon

2. Click the "New message" (pencil and paper) icon

3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)

4. Type your message in the text area near the bottom of the window

5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!

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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4 days ago

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