Hello, I wanted to share my FCC complaint against Xfinity Mobile for their poor customer service in regards to unlocking phones. According to the FCC website, and Xfinity's own policy, unlocking phones that meet applicable requirements should be automatic or at least fairly painless. My following story shows that it is not painless, and ended up costing me a significant amount in charges due to Xfinity's poor service.
Starting on 6/23/2023, I began an attempt to unlock two devices on my Xfinity (Comcast) mobile phone account. I was planning an international trip within the next week, and had purchased 3 eSIMs to use on my devices, but when I tried to activate it a "NETWORK UNLOCK CODE" requirement caused an error. I had never been notified prior to this that my phones were unable to accept new SIM cards and required this code. Thus began my attempt to get my devices FULLY unlocked.
On 6/23 @ 9am I called Xfinity support (#1-844-963-0011). During this conversation, I explicitly explained my situation and that I needed my device's network unlock codes. The customer service agent had significant language communication difficulty, misunderstanding my issue and needs many times. When a supervisor was requested for better communication, I was denied and told no one was available. I continued with the agent, and finally told that the devices were in-fact unlocked and available to accept SIMs for international travel. I was reluctant to accept this solution, but assumed the agent meant that the activation for the eSIMS and Network Unlock Code issue would be fixed upon arrival in my destination (the UK).
When I arrived at my destination, I found that the Network Unlock Code was still required, and the eSIMs I had purchased were still unusable without the codes.
I contacted Xfinity customer support via Chat (due to time zone differences) on 6/25 for help. During this chat I outlined my exact issue and was told that my devices were actually not "completely" unlocked and that a new order will be needed to start that process. I was then advised that it would be no longer than 24-72 hours for the processing of the devices for the unlock codes. I requested the issue be prioritized since it contradicted previous support information, and I would now be forced to use Xfinity data/cell services while abroad, which are significantly more expensive than alternatives. I was told it would be prioritized, and given case #ECM000239****.
I waited 72 hours without any contact from Xfinity.
On 6/28 I once again contacted Xfinity customer support via Chat. I gave them all relevant details and the case #. I also attempted to request an available supervisor, manager, or advanced agent. The "supervisor" agent I talked with finally told me that the order was still "processing" without any other details. I was then told to wait "an additional 24hrs" and that he had escalated the issue to "priority". At this time I had already been forced to incur roaming charges and requested information on how I would be reimbursed, as well as transcripts of my previous voice and chat support instances. I was denied information on this but assured a call-back would be arranged to discuss and I would hear from the team in 24 hours.
I waited an additional 24 hours and was not contacted by Xfinity.
I reached out on 6/29 to Xfinity customer support via Chat. Once again I gave all relevant details and case #. During this chat session, I was transferred a total of SEVEN times to new agents as I attempted to get a supervisors, manager, or advanced agent. I finally discovered that each agent I was transferred to was at the same "level" as the previous, and they created false "team" names as I was moved to new agents. I was fairly frustrated at this point but continued to politely request information on the unlock codes. I was finally told that the order was still in "processing", even though it had been more than 96 hours, well past the original estimate. The agent advised me to wait 24 hours more. And I was once again told the issue was "escalated to priority" and several word-for-word assurances I had received from previous agents. I was also given a NEW case#ECM000247****, which seemed odd.
I waited an additional 24 hours without contact from Xfinity.
At this point I was too discouraged and disgusted by Xfinity's service to make further contact attempts. It had already been almost 5 days without help. I was on a vacation, and the issue had already taken to much time, and cause too much strain and frustration during what is supposed to be a relaxing time.
It wasn't until I returned from travel that I finally received an email from Xfinity regarding network unlock codes. I received the emails on 7/7/2023, which is a full two-weeks after initiating Xfinity's support for something that is supposed to be automated and easy, for devices that I own personally.
I feel that by violating these standards and their own company policies, Xfinity and their agents showed significant neglect, incompetence, and disregard for their customers' needs and concerns. I feel that I showed more than enough patience and understanding towards Xfinity and their agents during this debacle, but it cost me a significant amount of time and energy for information on an issue that should be simple, for devices that I personally own.
Because of this I will be seeking reimbursement or account credit of $***USD from Xfinity for all roaming charges incurred while they "processed" my devices for something that should have occurred automatically, or at a much quicker pace, per their stated policies.
By filing this complaint I want to highlight Xfinity's negligence towards customers in regards to phone unlocking, and their disregard for the CTIA Commitment.
Hopefully they will work harder to serve future customers in a more timely, competent, and compassionate manner.