Xfinity Mobile Number Still Locked After Multiple Unlock Requests

Hello Xfinity Support,

I’m looking for help escalating an issue with unlocking my Xfinity Mobile number so I can transfer/port it to another carrier.

I have two mobile lines on my account. I previously requested that both numbers be unlocked for transfer. One of the lines was successfully unlocked, and I was able to transfer it to another carrier without any issue.

However, my other number is still locked.

I have now contacted Xfinity Customer Care three separate times regarding this issue. Each time, I was told that another ticket/request would be submitted to have the number unlocked. Unfortunately, the issue remains unresolved, and I still cannot transfer my number.

Ticket Number: ECM0025907505, ECM0025815416

I have already spent considerable time contacting customer support, and I would really appreciate someone taking ownership of this issue rather than creating another ticket without resolving the underlying problem.

Please help me understand how we can get this resolved.

Thanks for the assistance and help.

Responses

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XfinityGabriel

Official Employee

•

3.6K Messages

16 days ago

user_ficm50,

Hi there, and thank you for taking the time to provide those details. I can absolutely understand your frustration, especially after having to reach out multiple times and seeing one line transfer successfully while the other remains locked. I appreciate you sharing the ticket numbers. I've reviewed the account and understand that the goal here isn't to create another request, but to ensure the existing issue is fully resolved. You've already invested a considerable amount of time into this, and I want to make sure your concerns are accurately represented. I'm going to take a closer look at the status of the existing requests and determine what additional action may be needed to move this forward. We certainly want to make this process as smooth as possible for you and help get your remaining number unlocked for transfer.

Thank you again for your patience while we work through this. As a friendly reminder for next time, please hold off on sending a DM until being requested by an official employee. Sending an unsolicited DM is a violation of our Forum Guidelines. I see that you have already sent us a DM so I will continue speaking with you this time.

user_ficm50

Visitor

•

14 Messages

Hello Team,

I received another email stating that the previous ticket was closed and the number was unlocked. However, when I checked the option to change carriers again, the IMEI was still showing as locked.

At this point, I’m genuinely unsure why the device remains locked despite receiving confirmation that it has been unlocked.

I don’t see much point in escalating this request further, as I have already tried escalating the issue and contacting customer care multiple times. For now, I will just go with the flow and wait for further updates.

If there is a valid reason why the device cannot be unlocked at this time, I completely understand and am willing to wait. However, I would appreciate some clarity and transparency regarding the actual status of the request and the reason the device is still showing as locked.

16 days ago

XfinityAmira

Official Employee

•

5.1K Messages

user_ficm50, we definitely want to check why the ticket was closed and further assist you with this. We have responded to your direct message and look forward to continuing to work with you there.

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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16 days ago

user_ficm50

Visitor

•

14 Messages

Hello Xfinity Support,

I am following up on my previous message because this issue is still unresolved, and I am extremely frustrated with the lack of proper support and resolution.

My Xfinity Mobile number has still not been unlocked, and I have not received any clear or valid reason explaining why it remains locked. I have already contacted customer support multiple times, and each time I am given the same response that another escalation ticket will be created. Unfortunately, nothing has changed, and my issue continues to remain unresolved.

I called customer support again today and received the same type of response, along with another escalation ticket, rather than a proper explanation or a solution. I do not understand why I keep having to repeat the same issue when the previous tickets are already on record.

I am also paying for Xfinity services, including my Xfinity Mobile service. I have already transferred one of my mobile lines to another carrier, and I am continuing to pay for my other services with other carerrie also. As a customer who continues to do business with Xfinity, I expect a reasonable explanation and proper assistance, not repeated tickets without any meaningful progress.

Now Im paying for two mobile line service xfinity, where I have transgfere one of my line to antoerh carriuer.

As a Gold Member, I expected a much better customer experience. Instead, I have spent a significant amount of time making calls, explaining the same situation repeatedly, and following up on an issue that should have been resolved by now. This is becoming increasingly frustrating and feels like a complete waste of my time.

For reference, my previous ticket numbers are:

ECM0025907505
ECM0025815416
ECM0026231271 -- Created today.

Please escalate this matter to the appropriate team or a supervisor who can actually take ownership of the issue and resolve it. I am requesting a clear explanation of why my number has not been unlocked, what specifically is preventing the unlock, and when this issue will be resolved.

Creating another escalation ticket without addressing the underlying problem is not an acceptable resolution. This experience does not reflect the level of customer service Xfinity should provide, especially to a customer who continues to pay for its services and has already made multiple attempts to resolve the issue.

Since I am unable to transfer my number due to Xfinity’s failure to unlock it, I request a refund for the current billing period for the affected mobile line, as I should not have to pay for a service during a period when I am being prevented from transferring my number.

I would appreciate a meaningful response and a concrete resolution rather than another generic message or ticket number.

Thank you,

6 days ago

user_ficm50

Visitor

•

14 Messages

6 days ago

[Image removal: "Personal Information”]

This is what I received after the ticket was resolved. Could you please clarify what the issue is and provide more specific details?

(edited)

user_ficm50

Visitor

•

14 Messages

6 days ago

Could you please elaborate on the resolution provided for this ticket? I received this response after the ticket was marked as resolved, but my mobile number is still locked and I am unable to transfer it to another carrier.

Could you please clarify what the actual issue is, why my number has not been unlocked, and provide specific details regarding the reason for the delay? Simply marking the ticket as resolved without addressing the issue does not solve the problem.

I would appreciate a clear explanation of what was investigated, what action was taken, and what is preventing the unlock from being completed. I have already contacted customer support multiple times and received similar responses without any actual resolution. I would appreciate a specific answer rather than another generic response or a new escalation ticket.

Could you please arrange for a representative from the appropriate team or a supervisor to call me directly at my number to discuss this issue and provide a clear explanation? I would like to speak with someone who can review my case, explain the specific reason my number is still locked, and take the necessary steps to resolve it rather than receiving another generic response.

Devices

user_ficm50

Xfinity Mobile Number Still Locked After Multiple Unlock Requests

XfinityGabriel

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XfinityAmira

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